Performance Management System Case Studies

 

2018 CX Best Practice Award Winner – Performance Management System (Vendor) – UPMC Health Plan

 UMPC

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.

UPMC Health Plan, headquartered in Pittsburgh, PA., is among the nation's fastest-growing health plans. It is owned by UPMC, a world-renowned health care provider. As part of an integrated health care delivery system, UPMC Health Plan is committed to providing its members with better health, more financial security, and the peace of mind they deserve. UPMC Health Plan partners with UPMC and community network providers to produce a combination of knowledge and expertise that provides the highest quality care at the most affordable price. The UPMC Insurance Services Division — which includes UPMC Health Plan, UPMC WorkPartners, LifeSolutions, UPMC for Life, UPMC for You (Medical Assistance), UPMC for Kids, Askesis, and Community Care Behavioral Health — offers a full range of group health insurance, Medicare, Special Needs, CHIP, Medical Assistance, behavioral health, employee assistance, and workers' compensation products and services to over 3.4 million members. Our local provider network includes UPMC as well as community providers, totaling more than 125 hospitals and more than 11,500 physicians throughout Pennsylvania and parts of Ohio, West Virginia, and Maryland.  We seek to offer the highest quality and value to our members and our community.  We do this with a high personal touch, helping members and their families enjoy the best possible health and quality of life.


2017 and 2018 CX Best Practice Award Winner – Performance Management System – BlueCross BlueShield of South Carolina

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.

Established in 1946 in Greenville, SC, BlueCross BlueShield of South Carolina is a mutual insurance company now headquartered in Columbia, SC. We have major offices in Columbia, Florence, Surfside Beach, Greenville, Charleston and Camden, SC; Dallas, Texas; Augusta, GA; and Nashville, TN – all serving multiple lines of business. 

The BlueCross BlueShield division of the company offers health insurance to individuals and small groups in South Carolina. It also provides administrative services for larger, self-funded group health plans in South Carolina. Subsidiary companies offer products related to other types of insurance, such as life, mental health and substance abuse benefits. The largest subsidiaries administer federal Medicare and TRICARE contracts. Some subsidiaries are technology-focused, offering back office claims processing, cloud hosting and other services to outside companies on our data centers.

The only South Carolina-owned and operated health insurance carrier, BlueCross is a major supporter of community and charitable causes in all of its locations. It also supports health care related research, education and service in South Carolina through the BlueCross BlueShield of South Carolina Foundation.

BlueCross is an independent licensee of the Blue Cross and Blue Shield Association.


2016 CX Best Practice Award Winners – Performance Management System – Scotia iTRADE

Scotia iTrade Performance Management

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

Scotia iTRADE

Scotia iTRADE is a self-directed investing business and one of the group of companies that make up Scotiabank, Canada’s most international bank. Our goal is to bring our clients value and easy, state-of-the-art investing and online trading solutions with specialized support. We fulfill this mission through our product innovation, exceptional service, competitive commissions, easy-to-use website, and powerful trading platforms.

Our clients have a wide range of investment knowledge and needs, from those who are new to self-directed investing and require assistance with education and technical support to highly sophisticated, active traders who demand top of the line customer service from Investment Representatives with advanced knowledge of financial markets and the skill and licenses to execute their trades as quickly as possible. For these clients, time really is money.


2015 Contact Center FCR Best Practice Award Winners – Performance Management System – Cogeco Connexion and Scotia iTRADE

Cogeco ConnexionScotia iTrade Performance Management

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.

COGECO Connexion

It is not often - that we encounter moments in our business, in our collective experiences, in our lives – where we are genuinely struck with a real “Eureka!” moment. That time at which the proverbial forest is no longer lost for the trees, or where what may have been in plain view – was no longer obscured by the day-to-day operations of our existence. It can be argued that there are those rare companies which, through their tireless and continual efforts to innovate and remain cutting edge – experience these moments more often than us as individuals. And that may be true for some. While COGECO strives to be that company every day with exciting and revolutionary new product offerings, we have also most certainly experienced our own “Eureka!” moment this calendar year. Our own “A-ha!” moment – and what we hope will represent a real turning point in the evolution of our brand.

Scotia iTRADE

Scotia iTRADE is Scotiabank's online brokerage service. At Scotia iTRADE, direct investors can choose from a range of trading platforms and benefit from low commissions, a variety of online tools and resources, as well as investor education customized by skill level.

Active self-directed investors are among the most demanding client base in the financial services category. They manage their own wealth, and take great pride in their investment knowledge.

They can also be uncompromising when it comes to client care. Anything short of an extraordinary service level is considered disappointing – and a possible reason to switch to one of dozens of competitive brokerages.

According to Laura Martin, Director Client Experience, at Scotia iTRADE, “Like the pace of financial markets themselves, our success in resolving issues is sometimes measured in milliseconds.”


2014 Call Center FCR Best Practice Gold Award Winner – Performance Management – Scotia iTRADE

Scotia iTrade Performance Management

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.

The opportunity to become Canada’s preeminent client care expert to all investors in this fiercely competitive industry is one that the Scotia iTRADE has enthusiastically embraced at every level, from client care representatives to the top executives.

So in 2014 the company made the strategic decision to use Voice of the Client to measure success in delivering an outstanding client experience. The goal was to raise the bar with every client during every call. In so doing, Scotia iTRADE would truly live up to its new advertising motto, “Never Settle for Second Best”.