Case Study: Highmark achieves improved customer experience and first-call resolution with NICE Systems' Nexidia Analytics

Highmark - Customer Case Study

Highmark, a major Blue Cross Blue Shield‑affiliated health insurer serving about five million members and operating contact centers in Pennsylvania, West Virginia and Delaware with roughly 1,500 agents, set out to simplify the customer experience and strengthen first‑call resolution. The company needed consistent performance evaluation, targeted coaching, and a practical way to surface and act on call data to drive business‑critical accuracy and measurable customer experience improvements.

Highmark implemented NICE Nexidia Analytics (and Workforce Management), moved to a Nexidia‑driven quality evaluation framework, built dashboards and reports, trained staff and ran a pilot to align coaching and operations. The program improved customer sentiment and authentication scripting, identified call drivers and root causes, boosted marketing outcomes, reduced calls under 20 seconds, lowered non‑talk time and transfers (“Gave Assignment”), enabled more targeted coaching, and produced better peak‑season reporting and an NPS baseline for ongoing improvement.

Highmark

Vickie Dinkel

Vendor Operations, Quality and Voice Analytics Manager