WEBINAR ON DEMAND
Duration: 1 hour

According to recent studies, older Americans (Baby Boomers and older) prefer to call a service center versus using a self-service option. Given that a growing number of this population speak Spanish, the ability to have bilingual customer service center workers is critical.

In this webinar, we will address two parallel demographic shifts taking place in the U.S.: an aging population and the growth in the number of Hispanics in America. Both of these trends have significant relevance for customer service center operators. Webinar attendees will learn about:

• The exploding competition among managed care programs 
• Why CMS STAR ratings are giving more weight to the customer experience
• The benefits of bilingual agents
• How Ubiquity’s El Salvador call center can help managed care plans improve the customer experience and increase efficiency and cost savings

SPEAKERS  

Carlos Baltodano
Vice President, Healthcare and Government Solutions
Ubiquity

Tracy M. Schmidt
Consultant
Best Plan Choice