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Case Studies
Leading Health Care Benefits Company
With ever rising health care costs, this Leading Health Care Benefits Company deployed Merced Performance Suite after a thorough review of available solutions to manage and improve the productivity of telephone agents and claims processors. To better align its customer care agents with its operational strategy, this company automated its incentive and scorecard reporting system, increasing timeliness of this information from weekly to daily. To better track its claims processors, this company implemented a time and volume tracking process in the Merced Performance Suite to manage its processors productivity vs. established goals.
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