Open Enrollment: From Surviving to Thriving - A Panviva Webinar

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Senior Health Insurance Executive Discusses Successful Approaches for Turning Temporary and Outsourced Agents into Call Center Superstars

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Carl Ascenzo, CEO Ascention Consulting

Panviva Inc., the leading provider of Business Process Guidance solutions, today announced that it is sponsoring a live, interactive webcast to address the challenges of using temporary agents during the health insurance Open Enrollment period. During this two-month period, health insurance call centers are stressed and stretched by rising call center volumes, and often must take on temporary or outsourced agents to help. Temps can answer the phones, but generally aren’t prepared to answer a wide range of customer questions as well as nurture the valuable relationship that exists between an organization and its customers. This webinar will answer the question: how can you turn these temps into superstars on very short notice?

Join Panviva vice president Jack McAvoy and his guest speaker Carl Ascenzo, CEO of Ascention Consulting and former health plan senior executive, as they take on this topic and discuss strategies and approaches for bringing new agents up to speed fast.

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

  • Learn why progressive organizations are abandoning traditional training
  • Hear about alternative approaches in use now that guide and train agents on the job
  • Review the strategies of companies that have achieved 70% reductions in training times, 20% reductions in AHT, 80% reductions in errors, 45% improvements in productivity, and more

The webinar will be held on Thursday, March 3, 2011 at 1PM Eastern Time and is presented at no charge. Join us for this important discussion and learn how to turn one of your biggest challenges into a competitive advantage.

Please register at: Open Enrollment: From Surviving to Thriving

About Panviva
Panviva is the pioneer and leading provider of business process guidance (BPG) solutions for the health insurance industry. Our solutions enable organizations to capture and package the best practices of their top performers in the contact center. The company's product, SupportPoint, guides users step-by-step through policies, procedures, and product information in real time, empowering staff and engendering an environment of continuous improvement. The results are transformational: dramatic and continuous cost, error, and risk reductions; greatly improved customer satisfaction, and elevated employee engagement and loyalty. Panviva's customers significantly outperform their competition and achieve better financial performance. Among those customers are British Telecom (BT), HP, Bupa, Caterpillar, National Australia Bank, AvMed, and Health New England. For further information, visit

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