The handling of customer complaints and concerns is a challenge shared by all contact centers. But just resolving a specific issue should not be a one and done approach. Learn
The handling of customer complaints and concerns is a challenge shared by all contact centers. But just resolving a specific issue should not be a one and done approach. Learn BlueCross BlueShield of North Carolina’s process to identify root causes and how they use that analysis to develop strategies to prevent or minimize future occurrences.
(Wednesday) 9:55 AM
Aisha Ponds, Director, Stakeholder Escalations, BlueCross BlueShield of North CarolinaAisha currently leads the Stakeholder Escalations organization at Blue Cross NC. This team of analysts are responsible for handling all member escalations and complaints for the organization.
A Customer Engagement Leadership Council Member
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