Washington, D.C.

Nashville, TN


Boosting Call Center Technology to Drive Digital Transformation

  • September 06, 2017
  • 1:00 PM – 2:00 PM ET
  • Online

As health plans are focused on improving the customer experience and member engagement, many are searching for technologies that can accelerate their digital transformation strategy. However, the gap between technical promise and actual results is a great concern. Further, high implementation costs, long implementation timelines and difficult to discern ROI deter many payers from adopting new technologies, including call center and CRM solutions.

In this webinar, Zipari will demonstrate why leveraging a health insurance specific, rapidly configurable CRM application, built on top of Salesforce, should be a component of a health plan’s successful digital transformation strategy.

By participating in this webinar, attendees will:

  • Find out how a true comprehensive profile with predictive analytics allows call center representatives to make personalized recommendations that drive up lifetime value
  • Learn how to develop business cases to upgrade and replace call center technology with budget and ROI numbers that are competitive with other digital strategy initiatives
  • See how empowering back office staff with a holistic member view results in higher first-call resolution rates, promotion of self-service, and improved member engagement and experience
  • Understand what member service interactions will drive down administrative and medical costs

Who should attend:

  • Health Plan Executives (C-suite, VP) in the following departments:
    • Operations
    • Customer Service
    • Customer Experience
    • Marketing
    • Product


Mark Nathan, CEO, Zipari
Mark is focused on making health insurance easier for consumers to understand, purchase and maintain. He’s worked in insurance for the last twelve years, and has worked at consumer-oriented companies including Apple and Disney.