Celebrating Contact Center Excellence at CIGNA

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Presented by

Lon Hendrickson, Executive Director of CCNG Magnet Program

About this talk

Short overview of recent awards and industry recognition: "As a follow-up to its first place award for an exemplary customer strategy at last year’s Gartner Customer Relationship Management Summit, this year CIGNA earned the Silver Award for delivery of an excellent customer experience at the 2010 Gartner & 1to1 Media CRM Excellence Awards. CIGNA is the only health service company in 2010 to earn this prestigious international honor for customer excellence. And, in addition to the Gartner & 1to1 Media honors, earlier this year CIGNA HealthCare was recognized through the J.D. Power and Associates Call Center Certification Program for a 4th consecutive year."

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.