Project Description
Blue Cross needed help improving the productivity and reducing call times in their call center while maintaining a high customer satisfaction level. CSS worked led the a redesign effort to dramatically reduce the number of screens needed to answer most customer calls and improve call center productivity. The success of this application led to additional projects where we improved call center productivity for claims processing and customer inquiries. Blue Cross also worked with CSS to train a large their developers and business analysts on the principles of Usability through our on-site seminars.