Digital Customer Service
Optum finds granular insights in call data
Paige Yahnke, Senior Consultant
Eric McCorkle, Consultant
Before Clarabridge, Optum relied heavily on surveys to gain insight into member feedback but failed to achieve a desired level of granularity in its reporting. As a result, the large health insurer started to analyze the calls that were coming into its contact centers. In this video, Senior Consultant Paige Yahnke and Consultant Eric McCorkle from Optum Advisory Services describe how the company is using Clarabridge to empower internal stakeholders with better information and improve the member experience.
About Frontier Airlines:
Optum, a part of UnitedHealth Group, is a pharmacy benefit manager and care services group operating across 150 countries in North America, South America, Europe, Asia Pacific, and the Middle East.
Clarabridge has helped us look at conversations occurring in the call center, where customers can contact us about their problems and aren’t handcuffed to the structure of a survey.
-Eric McCorckle, Consultant, Optum