Mary Murcott to Address AHIP Fall Forum 2011

Fort Worth, Texas (November 7, 2011) – Customer experience futurist, and NOVO 1 CEO, Mary Murcott will address America’s Health Insurance Plans (AHIP) association members on November 16 during “Fall Forum 2011” in Chicago. Her session is titled “Under the Radar: Customer Experience Metrics That Can Dramatically Impact Customer Loyalty.”
“In order to drive business results it is important to measure business process metrics from the customer’s point of view,” said Murcott. “There are 30 powerful and innovative metrics most companies don’t know about, that go beyond the typical performance measures of first call resolution, average handle time and service levels. This information will shed new light on true customer experiences and don’t require an investment in new technology. By identifying proper use of key metrics, companies can benefit from improved customer satisfaction and enhanced customer loyalty.”
The AHIP Fall Forum 2011 features sessions on trends and opportunities shaping the healthcare system and educational sessions that guide organizations in healthcare reform implementations. The event focuses on innovative products and services that aid health insurance plans meet the needs of an evolving healthcare system. Meetings will be held at the Renaissance Chicago Hotel, One West Wacker Drive, Chicago, IL.
For conference information and registration visit: http://www.ahip.org/links/fallforum2011/
Murcott is an international keynote speaker and author of “Driving Peak Sales Performance in Call Centers”. She is an expert authority on sales, operations, performance optimization and first contact resolution.

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About AHIP: America’s Health Insurance Plans (AHIP) is the national trade association representing the health insurance industry. AHIP’s members provide health and supplemental benefits to more than 200 million Americans through employer-sponsored coverage, the individual insurance market, and public programs such as Medicare and Medicaid. AHIP advocates for public policies that expand access to affordable health care coverage to all Americans through a competitive marketplace that fosters choice, quality and innovation.

About NOVO 1: NOVO 1 is a leading U.S. based customer contact center with operations in Fort Worth and Denison, Texas; Billings, Montana; Holland, Michigan; and Waukesha, Wisconsin. The company is dedicated to tailoring contact center solutions to support clients’ business goals in building customer relationships and growing their brands. NOVO 1’s Smart Desktop Solutions and Customer Obsession Program, incorporate game-changing technology and top 1% industry best-practices to design customized solutions to create ideal customer experiences. Find out more online at www.NOVO1.com
Contact:
Jack Wilkie
NOVO 1
Office: 817-355-8909
Mobile: 515-321-5467
jwilkie@novo1.com