A creative synchronization between Speech Analytics and Six Sigma immediately improves first contact resolution by 20% and nearly halves the effort required by customers and agents. GOAL As one of the largest providers of dental benefits in the Upper Midwest, Delta Dental of Minnesota serves 9,100 Minnesota- and North Dakota-based purchasing groups and 4.3 million members nationwide. But what really sets Delta Dental of Minnesota apart is its unwavering commitment to customer satisfaction: despite boasting a customer satisfaction rate of 98%, the provider continually looks for new ways to raise that number even higher. That’s why, after opening a new operations center and deploying the Calabrio ONE Suite, Delta Dental wanted to understand — then fix — why some interactions led to

Join for free to read