Idaho health insurer gains efficiency and insight into customer interactions

Blue Cross of Idaho, which provides health insurance to one-quarter of the state’s population, has improved its contact center efficiency and customer satisfaction with the help of analytics-based workforce management. The health insurance provider has deployed the NICE Process Automation and Workforce Management system.

Blue Cross of Idaho implemented the solution to increase efficiency and to capture and analyze 100 percent of its customer interactions. Its customer service team handles 1.4 million calls annually at its headquarters in Meridian, Idaho.

Lance Hatfield, VP of IT for Blue Cross of Idaho, says, “At Blue Cross of Idaho, the customer experience is paramount in everything we do. We strive to reduce the complexities of health insurance and empower our customers and employees with tools that enable positive customer interactions. We are proud to be recognized for the efforts we make every day to improve those experiences through process and technology.” 

Using the new system, Blue Cross of Idaho can collate data from disparate sources, automate routine procedures and proactively provide agents with real-time guidance to help improve the customer experience. According to NICE, the health insurance provider has seen significant results in a short time, including improvements in customer satisfaction and first-call resolution, and reductions in average call handling times and operating costs.

Yaron Hertz, president of NICE Americas, says, “NICE was able to put together a package of solutions that was tailored to meet the client’s specific needs, including garnering deep insights into their customer interactions and guiding agents in real time on how to address specific customer scenarios.”