Solid tools and talented agents may help a customer contact center deliver a solid experience.
It takes something more to deliver a truly remarkable one. It takes a sense of purpose.
For Humana, that purpose is centered around the idea of humanity and wellness. By predicating its business on this valuable principle, the organization ensures that its investments, metrics and actions all contribute positively to the lives of agents and customers.
Humana's Deb DeNure, a speaker at the upcoming CCW Nashville, recently took part in the CCW Digital Speaker Spotlight series. She discusses this purposeful approach to the customer experience, while shedding light on successful initiatives like Go Bold/Bold Goal. Listen below: