The 21st Century Call Center: A New Era for Customer Service & Member Engagement


As healthcare consumers and members, it isn’t uncommon for most of us to have slammed down the phone in frustration after a circuitous conversation with a call center, unsure if our question was even answered. How can health plans provide better customer service and support to their members? The answer lies in digital customer service—strategically designing digital platforms bolstered by human interaction.  

In this on-demand webinar, learn how health plans have reduced call volume while creating more effective methods to educate members and enhancing consumer engagement. Hear from industry leaders on how a 21st century call center can help your health plan:

  • Design individualized member resource centers that empower members to navigate and understand their health and benefits through convenient digital channels
  • Gain strategies to reduce call center volume while preserving a world-class customer experience
  • Centralize information to ease access to benefits information, promote health literacy, and help members become informed self-advocates


  • Mark Menton

    General Manager, HealthSparq

  • Sarah Panock

    Executive Customer Partner, Wellframe

  • Ferris Taylor

    Executive Director, HealthCare Executive Group (HCEG)