Medallia’s guide for healthcare payers details how integrating voice-of-customer insights into contact center operations can enhance agent and member experiences. It supports automated quality assurance, real-time coaching, and data-driven decision-making. Medallia captures 100% of interactions using AI to uncover pain points, prioritize improvements, and issue automated alerts for faster resolution. For example, a contact center supervisor can reduce call volume, improve agent performance, and share insights across teams to boost first-call resolution. The platform also enables multi-channel engagement and fosters a culture of continuous improvement.

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