Request Your Free Case Study Now:

"How Brightmetrics Helped SCAN Health Plan Place the Right People in the Right Places for Better Outcomes"

In this case study, you will gain insights into how Brightmetrics enabled SCAN Health Plan to optimize its contact center operations, achieving impressive results in customer satisfaction, agent retention, and operational efficiency. SCAN faced challenges with high call volumes, fluctuating demand, and a need for real-time data analysis. Brightmetrics addressed these issues by providing a streamlined analytics platform that integrated seamlessly with SCAN's Genesys contact center platform.

The case study highlights the following key outcomes:

• Enhanced Data Accessibility: Brightmetrics helped SCAN extract and analyze real-time and historical data, empowering faster, data-driven decision-making.
• Operational Efficiency: By aligning agent availability with real-time demand, Brightmetrics helped SCAN improve call handling efficiency, reduce delays, and ensure regulatory compliance.
• Improved Agent Retention: Targeted training and real-time performance tracking contributed to a low agent turnover rate, enhancing workforce stability.
• Strategic Performance Management: Brightmetrics' user-friendly dashboards and data visualization tools supported SCAN’s leaders in identifying trends, benchmarking performance, and responding proactively to challenges.

Through this case study, readers will see how Brightmetrics helped SCAN with its approach to data management, helping them maintain high service standards, regulatory compliance, and superior customer experience while minimizing resource strain.

Offered Free by: Brightmetrics, Inc
See All Resources from: Brightmetrics, Inc