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Cigna Case Study: Saving Time and Money with Contact Center Automation – Hosted by SWPP

Are you tired of wasting valuable resources on repetitive tasks such as rescheduling callback times or messaging support staff? Automation has been a game-changer for Cigna’s call centers.

Watch this webinar to hear Shannon Scott and Kevin Pickett from Cigna’s WFM team as they share their journey in identifying automation opportunities, eliminating operational and WFM pain points, and improving the agent experience. Larry Swift from Intradiem will join to provide additional insights about what’s next in automation.

You’ll hear how their dedicated team identified and automated several routine and time-consuming tasks such as:

  • Offering incremental VTO throughout the day
  • Allowing agents to choose their own breaks without an adherence hit
  • Ensuring callbacks are completed by the right agents only as time is needed
  • Confirming schedules are compliant with state labor laws, and many more

Speakers: Shannon Scott & Kevin Pickett, Cigna, & Larry Swift, Intradiem

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