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- Delta Dental of Minnesota Improves First Contact Resolution by 20%
Overview
Combining Speech Analytics with Six Sigma improves FCR and nearly halves customer/agent effort.
As one of the largest providers of dental benefits in the Upper Midwest, Delta Dental of Minnesota serves 9,100 Minnesota- and North Dakota-based purchasing groups and 4.3 million members nationwide. Delta Dental of Minnesota is headquartered in Minneapolis.
We expect throughout the remainder of the year to continue to reduce our defect rate by 40%, which will drive additional improvement in first contact resolution.”
Rich DeMarco
Chief Operating Officer, Delta Dental