Save $300 off the early bird registration rate!
To register, visit www.worldrg.com/customer or call customer service at 800-647-7600 and use promo code UZM397.

The 2nd Annual Conference on Superior Customer Service for Commercial Health Plans and Government Programs is designed to provide your company with innovative strategic guidance to increase CAHPS scores by utilizing mobile and web technology, optimizing customer service teams, and enhancing member education initiatives.

This conference features fifteen speakers from leading national and regional plans- including Kaiser Permanente, Humana, and Blues of Florida, North Eastern Pennsylvania, and South Carolina. They will share proven approaches for bolstering first contact resolution, growing member enrollment, and enhancing provider recruitment and retention.

Conference Focus for 2010

• Call Centers - Decreasing Call Volume
• Optimizing Teams - Acquiring and Retaining Top Talent
• Member Education - Introducing Mobile and Web Outreach
• Provider Relations - Using Electronic Records to Exchange Information

The Industry Keynote

Tim Kieschnick, Director, User Experience Internet Services Group, Kaiser Permanente, showcases his organization's approach to streamlining departmental operations by implementing electronic health records. He also shares insights concerning usage, satisfaction and calculating ROI from customer engagement programs across channels.

Disney Institute Workshop

Uncover some of the secrets behind Disney service culture and processes by examining their proven model for delivering world-class customer service. Discover how attention to detail creates a consistent, successful environment for both employees and customers- and take home actionable strategies for transforming and improving your own organization's delivery of quality service.

Featured Sessions by Cross-Market Customer Service Leaders

	COMMERCIAL Developing Meaningful Metrics to Achieve First Contact Resolution Diane Kelley Vice President of Contact Center Organization BLUE CROSS BLUE SHIELD FLORIDA		MEDICARE Introducing Proven Approaches to Call Center Automation Janna Meek Director of Integrated Provider Process Solutions HUMANA INC.
	MEDICAID Leveraging Technology to Increase Member Retention Michael Cotton Chief Operating Officer MERIDIAN HEALTH PLAN OF ILLINOIS

For more information about this conference, please visit www.worldrg.com/customer.