Case Study: CareCentrix achieves 20% improvement in schedule adherence and 6% higher agent performance with Genesys nGAGEMENT

CareCentrix improves employee engagement with motivation and recognition

CareCentrix, a U.S. healthcare leader serving 26 million members through 8,000 provider locations and 1,600 call center agents, wanted to improve the day-to-day work experience and boost employee engagement by enabling self-management, better performance tracking, and higher team morale.

The company implemented the Genesys nGAGEMENT workforce engagement solution and launched a “Play To Win” program using quizzes, manager-set goals (“Sparks”) and social recognition—going live in under six weeks. Results included a 20% improvement in schedule adherence, a 6% increase in agent performance in the first six months, 80% of agents logging in daily to check KPIs, and strong usage of quizzes and social actions.

CareCentrix

Fais Siddiky

Director of Operations