One of the Nexidia’s (News - Alert) clients in the northeastern U.S. has been recognized for improvements to call center operations, through use of the company’s advanced speech analytics.

Nexidia is the audio and video search company with patented technologies and breakthrough applications that enable customers to quickly gain new insight, build competitive advantage, and realize the amazing possibilities now discoverable in audio and video content from contact centers, media outlets, government intelligence and legal discovery.

The Blue Cross and Blue Shield Association (BCBSA), which licenses 39 independent health plans nationwide that insure one in three Americans, has honored Blue Cross of Northeastern Pennsylvania (BCNEPA) with one of the Association’s prestigious Member Touchpoint Measures (MTM) Best Practice Awards.

Officials with Nexidia said that BCNEPA integrated the company’s speech analytics technology with its own voice-of-the-customer data to gain insight into ways to reduce the time customers spent on the telephone while problems were being resolved.

Company officials said that the successful pairing resulted in more than a dozen key changes in call center operations including customer communications about benefits and claims, and significant customer service savings.

“Nexidia’s rapid return of information and ability to drill down on specific calls provides invaluable baseline data to support our continuous process improvement efforts,” said Cathy Stitzer, senior director of customer experience of BCNEPA, in a statement.

“We gained insight into the intelligence hidden within our recorded calls, which gave us a better understanding of our customers’ needs and pinpointed ways to focus on providing exceptional customer service,” said Stitzer.

According to company officials, BCNEPA applied Nexidia’s speech analytics solutions to make interactions with customers more efficient and effective, increase the number of times customer problems were resolved with only one call, and provide insight into agent performance to improve training and one-on-one coaching.

“Blue Cross of Northeastern Pennsylvania exemplifies how Nexidia customers are leveraging our technology to improve call center operations and boost customer satisfaction while providing valuable information to a company’s marketing, operations, and communications efforts,” said John Willcutts (News - Alert), president and chief executive officer of Nexidia.

In related news, Knowlagent, an agent productivity solution for the world’s 10 million call center agents, has claimed that it improves employee productivity by managing the collective idle time in the call center more efficiently – turning down time into Active Wait Time. 

Company officials said that to create and leverage Active Wait Time in a contact center, employ Knowlagent to-Create activity queues by prioritizing and personalizing to-do list for each agent and find and deliver active wait time.