Customer Management IQ’s Shawn Siegel spoke with Eric Galvin, Cigna’s vice president of call strategy and operations and a presenter at the 8th Annual Call Center Summit.
When an executive is tasked with leading a contact center operation that serves twenty million health and dental customers, complacency—a drug of choice for professionals in any contact center environment—becomes infinitely appealing.
Galvin has consistently avoided that temptation and instead led Cigna to unprecedented achievements in both operational efficiency and customer satisfaction.
Innovation has played an invaluable role in Cigna’s story, but Galvin has never lost sight of the most important ingredient for success—and he shares that crucial variable in this exclusive podcast.
And to hear more from Cigna’s call strategy chief, whose success has been validated by notable improvement on metrics like NPS and by awards from external advisory groups, do not miss his presentation at the 8th Call Center Summit, January 22-25, 2013, Orlando, FL.