Health Plan Alliance Explores the Future of Member Experience
Panviva and Ventana Research Share Insights Every Contact Center Executive Must Know
(firmenpresse) - BURLINGTON, MA -- (Marketwired) -- 02/10/15 -- today announced that a contact center expert from and an executive from , provider of software used by health insurance companies nationwide to manage member services, will lead a February professional development master class. Stephen , Senior Vice President at Panviva, and Richard , VP & Research Director -- Customer and Contact Center Research with Ventana Research, will discuss for better customer engagement. The event is February 17 at 1 p.m. ET and is open to Health Plan Alliance members.
"Customer service representatives are often the first point of contact between a health plan and members, provider network and prospective customers," said Kristin Rodriguez, Chief Knowledge Officer, Health Plan Alliance. "Customer satisfaction impacts financial performance, brand integrity and a health plan's future. Opportunities and challenges have never been greater. We welcome the experience and insight our expert guests will provide."
Snow leads Ventana Research's research practice. He reports on the management of customer operations, contact center, and customer experience. Pappas has spent years working with C-Level executives on member acquisition and retention strategies. They will share customer experience insights usually reserved for clients, including:
EPIC (Easy, Personalized, In Context, Consistent) Customer Engagement Model
Parallel Paths
Customer Business Journey
Customer Engagement Journey
Internal Journey
Product and Service Journey
Managing Multichannel Customer Communication
Integrating Customer Experience Systems
Providing Consistent Information
Keeping Up with Rapid Change
Social Media
Self-Service
Cloud and software as a service (SaaS)
Health payers across the United States use for member acquisition, enrollment, benefits inquiries, claims and related customer service operations. SupportPoint Cloud provides users with workflow navigation and instant access to the exact information, applications, and communication they need all in one place and accessed through a simple interface. The cloud-based solution is a fully-managed, subscription-based service. There are more than 190,000 SupportPoint Cloud users in 40 countries.
North American headquarters are in Burlington, Mass. Visit to learn more. Follow us on Twitter and .
Stephen Pappas
Senior Vice President
Panviva, Inc.
978.743.6650
Chas Kielt
Corporate Communications
On Demand Marketing and Influencer Relations
617.833.3649
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Datum: 10.02.2015 - 13:00 Uhr
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