{"id":16469,"date":"2025-01-05T17:12:31","date_gmt":"2025-01-05T17:12:31","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/"},"modified":"2025-04-28T05:03:03","modified_gmt":"2025-04-28T05:03:03","slug":"delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/","title":{"rendered":"Delta Dental of Minnesota verbessert die Erstkontaktl\u00f6sung um 20%"},"content":{"rendered":"\n\t<section\n\t\tid=\"\"\n\t\tclass=\"secondary-hero relative\"\n\t\tstyle=\"background: #fff\"\n\t\tdata-theme-block-id=\"block_bbe7c3ddaa440f9eac1661d17fad4997\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"container !px-0 overflow-hidden\">\n\t\t\t\t\t\t\t<div class=\"py-c\/xs px-c\/xl mb-c\/l md:block\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex flex-col-reverse lg:flex-row lg:items-center\">\n\t\t\t\t\t\t\t\t\t<div class=\"max-lg:container lg:w-1\/2 md:px-l\/xxl lg:pl-c\/xl lg:pr-c\/l xl:pl-page-margin xl:pr-l\/m\">\n\t\t\t\t\t\t<div class=\"flex flex-col lg:max-w-[536px]\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"flex items-center gap-c\/s pt-c\/s subhead-small mb-c\/l\">\n\t\t\t\t\t\t\t\t\t<span class=\"relative -top-px flex w-[18px] h-[18px] rounded-full bg-background-secondary\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"uppercase font-bold\" style=\"color: #0530A8\">Case Study<\/span>\n\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1 style=\"color: #080F21\" class=\"heading-medium -tracking-[0.12px] mb-c\/m xl:-tracking-[0.24px]\">\n\t\t\t\t\t\t\t\t\tDelta Dental of Minnesota verbessert die Erstkontaktl\u00f6sung um 20%\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg lg:line-clamp-none\" style=\"color: #344679\">\n\t\t\t\t\t\t\t\t\t<div class=\"vc_col-sm-3 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li><strong>20 % h\u00f6here<\/strong> L\u00f6sungsquote beim ersten Kontakt<\/li>\n<li class=\"clearboth\"><strong style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">40 R\u00fcckgang<\/strong><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\"> in <\/span><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Six Sigma Fehlerquote<\/span><\/li>\n<li class=\"clearboth\"><strong style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">40 R\u00fcckgang<\/strong><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\"> in <\/span><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Aufwand f\u00fcr Kunden und Agenten<\/span><\/li>\n<li class=\"clearboth\"><strong style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">Erh\u00f6hen Sie<\/strong><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\"> Zufriedenheit von Kunden und Agenten<\/span><\/li>\n<\/ul>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-col gap-gutter pb-c\/m pt-c\/xl mt-c\/xxs lg:mt-0 max-md:items-center md:flex-row\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary w-full body-small md:w-fit\"\n\t\t href=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/eB_DeltaDental_0122___revised.pdf\" title=\"Als PDF herunterladen\" aria-label=\"Als PDF herunterladen\" target=\"_self\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\t\t\t\t\t<span class=\"button__text\">Als PDF herunterladen<\/span>\n\t<\/a>\n\t<a\t\tclass=\"btn-tertiary body-small w-fit text-text-primary-aaa py-c\/s\"\n\t\t href=\"https:\/\/www.calabrio.com\/de\/demo-buchen\/\" title=\"Book a Demo\" aria-label=\"Book a Demo\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Book a Demo<\/span>\n\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"secondary-hero__image relative z-10 mb-c\/xl lg:mb-c\/xxl lg:w-1\/2\">\n\t\t\t\t\t\t<div class=\"js-wrap image lint-ignore\n\trelative aspect-[393\/320] md:aspect-[720\/463] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-scaled.jpg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-2048x1365.jpg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-600x400.jpg 600w\" alt=\"\" ><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_bbe7c3ddaa440f9eac1661d17fad4997\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_479f00cf485d3c515c7d0dfe7a8a9ece\"\n\tstyle=\"\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"\"\n\t\t\t\tclass=\"button-link-large !tracking-wider text-text-highlight-aaa flex flex-col md:flex-row items-center\n\t\t\t\tjustify-center gap-c\/s md:gap-c\/xs py-c\/s\"\n\t\t\t\tdata-aos=\"fade-down\"\n\t\t\t\t>\n\t\t\t\t<span\n\t\t\t\t\tclass=\"icon rounded-full flex items-center justify-center text-black [&#038;_svg]:w-[var(--Base-Grid-Grid-24)] [&#038;_svg]:h-[var(--Base-Grid-Grid-24)]\"\n\t\t\t\t\tstyle=\"color: #080F21;background-color: #EEF0F6\"\n\t\t\t\t\taria-hidden=\"true\">\n\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\u00dcbersicht\t\t\t<\/h3 >\n\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-large text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tDie Kombination von Speech Analytics mit Six Sigma verbessert die FCR und halbiert den Aufwand f\u00fcr Kunden und Agenten nahezu.\t\t<\/h2 >\n\t\t\n\t\t\t\t\t<div\n\t\t\t\tclass=\"wysiwyg--large text-navy-40\"\n\t\t\t\tstyle=\"color: #344679\"\n\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\t<p>Als einer der gr\u00f6\u00dften Anbieter von zahn\u00e4rztlichen Leistungen im oberen Mittleren Westen betreut Delta Dental of Minnesota 9.100 in Minnesota und North Dakota ans\u00e4ssige Einkaufsgemeinschaften und 4,3 Millionen Mitglieder im ganzen Land. Delta Dental of Minnesota hat seinen Hauptsitz in Minneapolis.<\/p>\n\t\t\t<\/div>\n\t\t\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_479f00cf485d3c515c7d0dfe7a8a9ece\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_479f00cf485d3c515c7d0dfe7a8a9ece\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_246e804147fbc7007dd8c559ab7eb50c\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tDie Herausforderung\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tVerstehen Sie, warum einige Interaktionen zu negativen Erfahrungen bei den Mitgliedern und zu hohem Aufwand sowohl bei den Mitgliedern als auch bei den Agenten gef\u00fchrt haben.\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Delta Dental of Minnesota hebt sich durch sein unerm\u00fcdliches Engagement f\u00fcr die Kundenzufriedenheit von anderen Anbietern ab: Obwohl Delta Dental eine Kundenzufriedenheitsrate von 98 % vorweisen kann, sucht das Unternehmen st\u00e4ndig nach neuen Wegen, um diese Zahl noch weiter zu erh\u00f6hen.<\/p>\n<p>Deshalb wollte Delta Dental nach der Er\u00f6ffnung eines neuen Operations Centers und dem Einsatz der Calabrio ONE Suite verstehen, warum einige Interaktionen zu negativen Erfahrungen bei den Mitgliedern und zu einem hohen Arbeitsaufwand sowohl bei den Mitgliedern als auch bei den Mitarbeitern f\u00fchrten. Auf diese Weise konnten sie die Kundenbindung und das Mitarbeiterengagement erh\u00f6hen, indem sie die Erstkontaktaufl\u00f6sung (FCR) steigerten und gleichzeitig die &#8222;Fehler&#8220;-Rate im Sinne des Lean Six Sigma-Ansatzes von Delta Dental zur kontinuierlichen Verbesserung senkten.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-scaled.jpg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-2048x1365.jpg 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-GRDYuigm4wQ-unsplash-600x400.jpg 600w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 md:flex-row-reverse\">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:py-l\/m xl:pr-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tDie L\u00f6sung\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tCalabrio Speech Analytics hat spezifische Bereiche mit Verbesserungsbedarf identifiziert\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Um herauszufinden, was die Hauptursache f\u00fcr den hohen Aufwand und die Unzufriedenheit der Kunden war, kombinierten die Verantwortlichen Calabrio Speech Analytics mit dem Six Sigma-Ansatz von Delta Dental zur kontinuierlichen Verbesserung. Nach einem disziplinierten, f\u00fcnfstufigen Prozess identifizierten die F\u00fchrungskr\u00e4fte 29 Verbesserungsm\u00f6glichkeiten innerhalb von insgesamt 117 Anrufen von Mitgliedern, die wirklich unzufrieden waren. Als sie jedoch feststellten, dass nur vier Themen &#8211; Hilfe bei der Suche nach einem Zahnarzt, Anfragen zur zahn\u00e4rztlichen Behandlung, Fragen zu zahn\u00e4rztlichen Versicherungsleistungen und Verwirrung bez\u00fcglich der Schadensabwicklung &#8211; 60 % aller unzufriedenen Anrufe und einen hohen Aufwand darstellten, wussten die Verantwortlichen, dass sie die FCR und die Zufriedenheit schnell und deutlich verbessern konnten, wenn sie sich zuerst auf diese Themen konzentrierten. Um die FCR weiter zu erh\u00f6hen, \u00e4nderten die Verantwortlichen auch die Schulungsanforderungen f\u00fcr die Delta Dental-Kundendienstmitarbeiter und passten das Bewertungsformular f\u00fcr die Qualit\u00e4tspr\u00fcfung an, um die spezifischen Verhaltensweisen, die die Mitarbeiter vorleben sollten, st\u00e4rker zu betonen. Dar\u00fcber hinaus haben sie ein neues, von Calabrio Speech Analytics gesteuertes Dashboard entwickelt, das aktuelle FCR-Kennzahlen anzeigt, so dass sowohl die Agenten als auch die F\u00fchrungskr\u00e4fte den Fortschritt im Vergleich zu den Zielen proaktiv \u00fcberwachen k\u00f6nnen. Schlie\u00dflich \u00e4nderten sie das Design des interaktiven Voice-Response-Systems (IVR) und f\u00fchrten mehr Informations- und Aufkl\u00e4rungsma\u00dfnahmen f\u00fcr die Anbieter sowie mehr Schulungen f\u00fcr die Mitarbeiter durch.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-scaled.jpeg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-scaled.jpeg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-scaled.jpeg 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-300x158.jpeg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-1024x540.jpeg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-768x405.jpeg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-1536x810.jpeg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/AdobeStock_663201702-2048x1080.jpeg 2048w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Zum vorherigen Karussell-Dia wechseln<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Zum n\u00e4chsten Karussell-Dia wechseln<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_246e804147fbc7007dd8c559ab7eb50c\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t\n\t<section\n\t\tid=\"\"\n\t\tclass=\"p-l\/xs\"\n\t\tstyle=\"background-color: #D2F3FA;\"\n\t\tdata-theme-block-id=\"block_7942712de0a4af9aab6d63fceaa4b356\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t\t\t\t<div class=\"body-medium lg:body-xl pb-c\/l pr-c\/l\" style=\"color: #080F21;\">\n\t\t\t\tWir gehen davon aus, dass wir im weiteren Verlauf des Jahres unsere Fehlerquote um 40 % senken werden, was zu einer weiteren Verbesserung der Erstkontaktl\u00f6sung f\u00fchren wird.&quot;\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex w-full py-c\/l gap-c\/l items-center border-t-thin border-stroke-primary\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square w-12 h-12 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img rounded-full\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/images-2.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/images-2.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/images-2.png\" alt=\"\" ><\/div>\n\t\t\t\t<div class=\"flex flex-col gap-c\/xs\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"body-medium\" style=\"color: #080F21;\">\n\t\t\t\t\t\t\tRich DeMarco\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"body-small\" style=\"color: #344679;\">\n\t\t\t\t\t\t\tGesch\u00e4ftsf\u00fchrender Direktor, Delta Dental\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_7942712de0a4af9aab6d63fceaa4b356\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_fbc01a0fceda6acb26918f20336c9d1f\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tDas Ergebnis\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Durch die erfolgreiche Integration von Calabrio Speech Analytics in sein Six Sigma-Framework konnte Delta Dental of Minnesota die FCR um 20 % verbessern und gleichzeitig den Aufwand f\u00fcr Kunden\/Agenten und die Six Sigma-Fehlerrate um jeweils 40 % senken.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Zum vorherigen Karussell-Dia wechseln<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Zum n\u00e4chsten Karussell-Dia wechseln<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_fbc01a0fceda6acb26918f20336c9d1f\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":41427,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[711],"case-study-industry":[644],"class_list":["post-16469","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-suite-de","case-study-industry-insurance-de"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Delta Dental of Minnesota verbessert die L\u00f6sung des Erstkontakts um 20%% - Calabrio<\/title>\n<meta name=\"description\" content=\"Delta Dental of Minnesota hebt sich durch sein unerm\u00fcdliches Engagement f\u00fcr die Kundenzufriedenheit von anderen Anbietern ab: Obwohl Delta Dental eine Kundenzufriedenheitsrate von 98 %% vorweisen kann, sucht das Unternehmen st\u00e4ndig nach neuen Wegen, um diese Zahl noch weiter zu erh\u00f6hen.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Delta Dental of Minnesota verbessert die Erstkontaktl\u00f6sung um 20%\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-28T05:03:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/\",\"name\":\"Delta Dental of Minnesota verbessert die L\u00f6sung des Erstkontakts um 20%% - Calabrio\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/getty-images-zaTpvIpEigY-unsplash-1-scaled.webp\",\"datePublished\":\"2025-01-05T17:12:31+00:00\",\"dateModified\":\"2025-04-28T05:03:03+00:00\",\"description\":\"Delta Dental of Minnesota hebt sich durch sein unerm\u00fcdliches Engagement f\u00fcr die Kundenzufriedenheit von anderen Anbietern ab: Obwohl Delta Dental eine Kundenzufriedenheitsrate von 98 %% vorweisen kann, sucht das Unternehmen st\u00e4ndig nach neuen Wegen, um diese Zahl noch weiter zu erh\u00f6hen.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/#breadcrumb\"},\"inLanguage\":\"de\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"de\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/getty-images-zaTpvIpEigY-unsplash-1-scaled.webp\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/getty-images-zaTpvIpEigY-unsplash-1-scaled.webp\",\"width\":2560,\"height\":1707},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/case-study\\\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.calabrio.com\\\/de\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Delta Dental of Minnesota verbessert die Erstkontaktl\u00f6sung um 20%\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"name\":\"Calabrio\",\"description\":\"Workforce Engagement Management Software\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"de\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\",\"name\":\"Calabrio\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"de\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"width\":1360,\"height\":984,\"caption\":\"Calabrio\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/pages\\\/Calabrio\\\/312159772174664\",\"https:\\\/\\\/x.com\\\/calabrio\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/calabrio\"]}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Delta Dental of Minnesota verbessert die L\u00f6sung des Erstkontakts um 20%% - Calabrio","description":"Delta Dental of Minnesota hebt sich durch sein unerm\u00fcdliches Engagement f\u00fcr die Kundenzufriedenheit von anderen Anbietern ab: Obwohl Delta Dental eine Kundenzufriedenheitsrate von 98 %% vorweisen kann, sucht das Unternehmen st\u00e4ndig nach neuen Wegen, um diese Zahl noch weiter zu erh\u00f6hen.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/","og_locale":"de_DE","og_type":"article","og_title":"Delta Dental of Minnesota verbessert die Erstkontaktl\u00f6sung um 20%","og_url":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/","og_site_name":"Calabrio","article_publisher":"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","article_modified_time":"2025-04-28T05:03:03+00:00","og_image":[{"width":2560,"height":1707,"url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-scaled.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_site":"@calabrio","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/","url":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/","name":"Delta Dental of Minnesota verbessert die L\u00f6sung des Erstkontakts um 20%% - Calabrio","isPartOf":{"@id":"https:\/\/www.calabrio.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/#primaryimage"},"image":{"@id":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-1-scaled.webp","datePublished":"2025-01-05T17:12:31+00:00","dateModified":"2025-04-28T05:03:03+00:00","description":"Delta Dental of Minnesota hebt sich durch sein unerm\u00fcdliches Engagement f\u00fcr die Kundenzufriedenheit von anderen Anbietern ab: Obwohl Delta Dental eine Kundenzufriedenheitsrate von 98 %% vorweisen kann, sucht das Unternehmen st\u00e4ndig nach neuen Wegen, um diese Zahl noch weiter zu erh\u00f6hen.","breadcrumb":{"@id":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/#breadcrumb"},"inLanguage":"de","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/"]}]},{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/#primaryimage","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-1-scaled.webp","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-zaTpvIpEigY-unsplash-1-scaled.webp","width":2560,"height":1707},{"@type":"BreadcrumbList","@id":"https:\/\/www.calabrio.com\/de\/case-study\/delta-dental-of-minnesota-verbessert-die-erstkontaktloesung-um-20\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.calabrio.com\/de\/"},{"@type":"ListItem","position":2,"name":"Delta Dental of Minnesota verbessert die Erstkontaktl\u00f6sung um 20%"}]},{"@type":"WebSite","@id":"https:\/\/www.calabrio.com\/fr\/#website","url":"https:\/\/www.calabrio.com\/fr\/","name":"Calabrio","description":"Workforce Engagement Management Software","publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.calabrio.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"de"},{"@type":"Organization","@id":"https:\/\/www.calabrio.com\/fr\/#organization","name":"Calabrio","url":"https:\/\/www.calabrio.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","width":1360,"height":984,"caption":"Calabrio"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","https:\/\/x.com\/calabrio","https:\/\/www.linkedin.com\/company\/calabrio"]}]}},"_links":{"self":[{"href":"https:\/\/www.calabrio.com\/de\/wp-json\/wp\/v2\/case-study\/16469","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.calabrio.com\/de\/wp-json\/wp\/v2\/case-study"}],"about":[{"href":"https:\/\/www.calabrio.com\/de\/wp-json\/wp\/v2\/types\/case-study"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/de\/wp-json\/wp\/v2\/media\/41427"}],"wp:attachment":[{"href":"https:\/\/www.calabrio.com\/de\/wp-json\/wp\/v2\/media?parent=16469"}],"wp:term":[{"taxonomy":"case-study-category","embeddable":true,"href":"https:\/\/www.calabrio.com\/de\/wp-json\/wp\/v2\/case-study-category?post=16469"},{"taxonomy":"case-study-industry","embeddable":true,"href":"https:\/\/www.calabrio.com\/de\/wp-json\/wp\/v2\/case-study-industry?post=16469"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}