Navigation Links
Kaiser Permanente's Appointment and Advice Call Center Improves Employee Coaching and Development Activities
Date:5/7/2008

Merced Performance Suite Deployment Expanded to Standardize and Improve

Coaching Process

REDWOOD SHORES, Calif., May 7 /PRNewswire/ -- Kaiser Permanente, the largest nonprofit health care provider in the United States, announced today that it has expanded its performance management initiative to standardize and improve its internal employee coaching processes in its Northern California Appointment and Advice Call Centers (AACC) in order to deliver continued increases in member satisfaction.

Kaiser Permanente's AACC, which has been using Merced Performance Suite since 2006 to deliver critical performance data to the front line, including personalized reports and dashboards, will now utilize Merced Performance Suite's integrated workflow to standardize, track, evaluate and improve employee coaching practices between Supervisors and Agents. Merced Performance Suite will supply Supervisors with the tools and resources critical to quickly identifying and addressing individual employees' needs through specific coaching opportunities. As a result Supervisors can more easily improve an Agent's performance, and subsequently further increase member satisfaction.

"We've been impressed with the impact we've seen to date from our Merced Performance Suite deployment, so we're excited to expand our performance management initiative with Merced Systems," said Susan Minahen, Director of Operations for the Appointment and Advice Call Centers in the Bay Area. "Improving our coaching tools and processes will allow us to successfully execute on our business goals and will ultimately lead to significant gains in member and employee satisfaction, revenue and productivity."

"Employee coaching and development is a critical initiative in any call center, having wide ranging impact -- from lowered operating costs to improved customer satisfaction," said Dean Thomas, vice president of professional services for Merced Systems. "We are pleased to be providing Kaiser Permanente with the tools and resources they need to be successful."

About Merced Systems

Merced Systems is the leading provider of customer operations performance management systems, including enterprise class analytics, personalized dashboards, workflow and data integration. Merced Systems' award winning products serve customers in a variety of different industries including Banking, Brokerage, Insurance, Consumer Credit, Telecommunications, Healthcare, Digital Media, and Consumer Goods. Merced Systems is based in Redwood Shores, CA. For more information on Merced Systems, please visit http://www.mercedsystems.com.


'/>"/>
SOURCE Merced Systems
Copyright©2008 PR Newswire.
All rights reserved

Related medicine news :

1. Kaiser Foundation Health Plan and Hospitals Reports First Quarter 2008 Financial Results
2. mtvU & Kaiser Family Foundation Launch POSorNOT.com to Challenge Stigma, Fight Spread of HIV/AIDS
3. Kaiser Permanente study finds diabetes doubling before motherhood
4. Inter-Con Security Officers to Launch Strikes at Kaiser Hospitals Across California
5. Trenita Ward Named Vice President, California Member Service Call Centers for Kaiser Permanente
6. Two Million People Using Kaiser Permanentes Personal Health Record
7. Gregory A. Adams Named Northern California Region President of Kaiser Foundation Health Plan and Hospitals
8. Kaiser Permanente Study Shows That a Larger Abdomen in Midlife Increases Risk of Dementia
9. Kevin Richardson Named Vice President, Sales, National & Multi-State Business for Kaiser Permanente
10. Kaiser Permanente Team Builds Prosthetic Hands for Charity
11. Kaiser Permanente Study Shows One-Third of Women Have Overactive Bladder, Incontinence or Other Pelvic Floor Disorders
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:3/29/2017)... ... March 29, 2017 , ... AngioGenesis Labs sold 300 ... Mississippi. AngioGenesis Labs, makers of HeartBoost, BrainBest and BeautyBest, achieved these results while ... HeartBoost, an over the counter heart healthy drink, can reduce Arterial Plaque, Lower ...
(Date:3/29/2017)... ... March 29, 2017 , ... Based ... into the challenges employers face in trying to balance both short-term and long-term ... programs? Adding to the growing complexity, companies are finding that the short-term ...
(Date:3/29/2017)... ... , ... Dr. Angela Cotey, a noted general dentist in Mt. Horeb, is ... or without a referral. Dr. Cotey knows that interceptive orthodontics in Mt. ... patients receive early treatment, they may achieve straight teeth with less treatment in their ...
(Date:3/29/2017)... Minn. (PRWEB) , ... March 29, 2017 , ... ... medical office buildings (MOBs) and other outpatient facilities, and who are the most ... exclusively at those questions, Revista and Healthcare Real Estate Insights (HREI) found that ...
(Date:3/29/2017)... Baltimore, MD (PRWEB) , ... March 29, 2017 , ... ... Maryland, is proud to announce the finalization of the company’s executive management team with ... team and leading operations is Curio Wellness’ Chief Operating Officer, Ted Dumbauld , ...
Breaking Medicine News(10 mins):
(Date:3/29/2017)... 29, 2017  The Global Health Innovative Technology ... formed to battle infectious diseases around the globe, ... that could help deliver a range of new ... This latest round of targeted ... trial testing a pediatric formulation of a drug ...
(Date:3/29/2017)... Calif. , March 29, 2017 ... for patients as the highest standard in quality ... Krypton Vision introduces its objective Wavefront-driven refraction technologies ... subjective approach. This enables an unprecedented level of ... - exceptional vision relegated to Topgun Navy fighter ...
(Date:3/29/2017)... , Mar. 29, 2017 Research and ... Market 2017-2021" report to their offering. ... The global lifestyle drugs market to ... The report, Global Lifestyle Drugs Market 2017-2021, has been ... experts. The report covers the market landscape and its growth prospects ...
Breaking Medicine Technology: