march, 2024

21march2:00 pm3:00 pmVirtual Roundtable on Mapping Root Cause for Proactive SolutionsA Council Virtual EventRemote

Event Details

Aisha Ponds, Associate Vice President, Customer Service Operations, Blue Cross NC

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 about 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.

Key Take-Aways:

  • Best practices to establishing escalation processes with your business partners
  • Fresh perspectives on how to use learnings from escalations to better train/coach your frontline staff
  • Techniques on how to creatively educate the organization (across silos) on lessons learned to make process improvements outside of your business area



(Thursday) 2:00 pm - 3:00 pm ET



How To Join

The Customer Engagement Leadership Council is accepting applications for membership. Complete the form below and a member of our team will contact you to share more about the incredible value of the Customer Engagement Leadership Council.

Office Location

Frost & Sullivan
7550 1H 10 West, Suite 400
San Antonio, TX 78229-5616 USA