Delphi TV Webinar - The Call Center in Crisis: A Prescription for Exponential Improvement

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Senior Health Insurance Executives Discuss Emerging Trends and Technologies to Deal with Increasing Complexity and Uncertainty in Health Insurance Call Centers

"How are leading-edge call centers differentiating their businesses?"

Panviva Inc., the leading provider of Business Process Guidance solutions, today announced that on May 27th it is sponsoring a live webcast hosted by the president of Delphi TV, Tom Koulopoulos, to address the complexity crisis in health insurance call centers. At a time when health insurers are under tremendous pressure to increase customer satisfaction and cut costs, the very people responsible for those key relationships with members and providers – the call center agents - are overwhelmed with information, policies, procedures and regulatory requirements. The result: costs are rising; key customer satisfaction metrics are not.

Please join Tom and his guests, Carl Ascenzo and Vincent Plourde, both senior executives in the health insurance industry and consultants who have led multiple call center transformations in these volatile times. They will discuss the emerging trends creating the call center crisis and new tools and processes that can resolve the challenges and empower your agents.

Here are just a few of the questions that will be answered in this fast-paced event:

  • What new factors are complicating call center operations today?
  • How are leading-edge organizations differentiating their businesses?
  • Can call center agents be used for competitive advantage?
  • What emerging technologies are available to overcome the complexity and uncertainty?
  • How can we empower our agents without increasing our costs?

This webinar will be held on Thursday, May 27th at 1PM Eastern Time and is presented at no charge. Attendees will also receive a Delphi Group white paper on “Conquering Complexity.”

Please register at The Call Center in Crisis: A Prescription for Exponential Improvement.

Don’t miss this powerful discussion, and bring your questions, there will be Q and A!

About Panviva
Over 200,000 users across 37 countries rely on SupportPoint to guide them through complex processes and policies in real-time. Panviva has been helping its customers –including HP, Caterpillar, BC NEPA, Medibank, BUPA, BUPA International, Thomson Reuters, BT, National Australia Bank and Foster’s—reduce operating costs while improving performance and compliance. Panviva’s primary offices are in Wakefield, MA and Melbourne, Australia. For further information, please visit

Panviva, the Panviva logo and SupportPoint are trademarks of Panviva Pty Ltd. All other brands may be trademarks of their respective owners.


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Linda Wilson
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