Desktop Applications Case Studies

 

2017 CX Best Practice Award Winner – Desktop Applications – Regence Blue Cross and Blue Shield Plans (Idaho, Oregon, Utah & Select Counties of Washington State)

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

Cambia Health Solutions is dedicated to transforming health care. We are a family of over 20 companies working together to make the health care system more economically sustainable and efficient for people and their families. Our solutions empower more than 70 million Americans nationwide.

Cambia has six health plans in four states in the Pacific Northwest that provide insurance to more than 2 million people with a top rating in FCR in the BlueCross BlueShield Association. Through bold thinking and innovative technology, Cambia delivers solutions that make high-quality health care more available, affordable, and personally relevant for people.


2016 CX Best Practice Award Winner – Desktop Applications – Comcast Cable

Comcast Cable

Criteria: This award recognizes an organization that has demonstrated a best practice which helped improve, maintain, or provide a positive CX.

Comcast Corporation (Nasdaq: CMCSA, CMCSK) ) is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. NBCUniversal operates news, entertainment and sports cable networks, the NBC and Telemundo broadcast networks, television production operations, television station groups, Universal Pictures and Universal Parks and Resorts. Visit https://corporate.comcast.com/ for more information.

The Einstein Evolution

We’re using our technology expertise that has created innovative products and services and applying it how we provide service and support for our customers. To that end, we truly believe that you simply can’t have a great customer experience without a great employee experience. And since our thousands of employees are the face of Comcast, they need the right tools and answers at their fingertips in order to provide a great customer experience. Therefore, the more that we invest in our employee solutions, the better we can influence our customers' experience with us. Because of this fundamental belief, in 2011 Comcast began a game-changing initiative that will ultimately span more than 5 years: To consolidate more than 20 unique desktop applications into one (1) universal employee application that would be consistent, simple, smart and, most importantly, that our employees would love using it every day. Einstein is that solution.


2015 Contact Center FCR Best Practice Award Winner – Desktop Applications– Comcast Cable

Comcast Cable

Criteria:There are 15 distinct Best Practice Awards (i.e., Omni-Channel, Web Self-Service, IVR Self-Service, Chat Channel, Quality Assurance Program, Desktop Applications, CSR Recognition Program, Career Development Program, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process, Standard Operating Practices).

These awards recognize the organizations that have demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

Comcast Corporation (Nasdaq: CMCSA, CMCSK) is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. NBCUniversal operates news, entertainment and sports cable networks, the NBC and Telemundo broadcast networks, television production operations, television station groups, Universal Pictures and Universal Parks and Resorts. Visit https://corporate.comcast.com/ for more information.

The Einstein Evolution

We’re using our technology expertise that has created innovative products and services and applying it how we provide service and support for our customers. To that end, we truly believe that you simply can’t have a great customer experience without a great employee experience. And since our thousands of employees are the face of Comcast, they need the right tools and answers at their fingertips in order to provide a great customer experience. Therefore, the more that we invest in our employee solutions, the better we can influence our customers' experience with us. Because of this fundamental belief, in 2011 Comcast began a game- changing initiative that will ultimately span more than 5 years: To consolidate more than 20 unique desktop applications into one (1) universal employee application that would be consistent, simple, smart and, most importantly, that our employees would love using it every day. Einstein is that solution.


2014 Call Center FCR Best Practice Gold Award Winner – Desktop Application(s) – Comcast Cable

Comcast Cable

Criteria:There are 10 distinct Best Practice Awards (i.e., Quality Assurance Program, Desktop Application(s), CSR Recognition Program, Career Advancement, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process).

These awards recognize the organization that has demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

Comcast Corporation (Nasdaq: CMCSA, CMCSK) is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. NBCUniversal operates news, entertainment and sports cable networks, the NBC and Telemundo broadcast networks, television production operations, television station groups, Universal Pictures and Universal Parks and Resorts. Visit https://corporate.comcast.com/ for more information.

The Einstein Evolution
We’re using our technology expertise that has created innovative products and services and applying it how we provide service and support for our customers. To that end, we truly believe that you simply can’t have a great customer experience without a great employee experience. And since our thousands of employees are the face of Comcast, they need the right tools and answers at their fingertips in order to provide a great customer experience. Therefore, the more that we invest in our employee solutions, the better we can influence our customers' experience with us. Because of this fundamental belief, in 2011 Comcast began a game-changing initiative that will ultimately span more than 5 years: To consolidate more than 20 unique desktop applications into one (1) universal employee application that would be consistent, simple, smart and, most importantly, that our employees would love using it every day. Einstein is that solution.


2013 Best Practice Award Winner: Comcast Cable

Comcast Cable

Criteria: There are 5 distinct Best Practice Award categories (i.e., Quality Assurance Program, Knowledge Management Tool, Recognition Program, Career Advancement, Call Handling Real-Time CSR Support Queue). These awards recognize the organization that has demonstrated how they have improved or helped maintain high first call resolution (FCR) and customer satisfaction (Csat) performance. Organizations submit specific practices they have used to improve or maintain high FCR and Csat performance. FCR can be determined by the customer or the organization and Csat must be determined by the customer.