Company: National Spine & Pain Centers / TouchPoint One
Nomination Submitted by: TouchPoint One
Company Description: For more than 30 years, NSPC affiliated physicians have been pioneers in the relief of chronic and acute pain through minimally invasive procedures. With more than 120 locations and 750 medical professionals facilitating nearly a million patient visits a year, NSPC is the healthcare brand more people trust for access to pain relief providers than any other.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year
 Nomination Title: NSPC's Journey with TouchPoint One's Acuity
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 138 words used.
TouchPoint One is a leading provider of employee engagement and performance management solutions, designed to enhance the efficiency and effectiveness of contact center operations. Their flagship platform, Acuity, offers a comprehensive suite of AI-augmented tools that integrate role-based dashboards, gamification, workforce coaching, quality monitoring, and advanced analytics to drive operational excellence. By leveraging real-time data, Acuity enables organizations to improve decision-making, streamline coaching and support workflows, and foster a collaborative and motivated workforce.
TouchPoint One's solutions are celebrated for transforming contact center environments into high-performing, engaging workplaces, as evidenced by testimonials from industry leaders who have experienced significant improvements in productivity, quality, and employee satisfaction. With a focus on innovation and customer success, TouchPoint One continues to set new standards in how contact centers operate, ensuring that teams are aligned, informed, and inspired to deliver exceptional customer experiences.
- Outline the organization's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 234 words used.
TouchPoint One kicked off its Acuity implementation for National Spine and Pain Centers (NSPC) in June of 2022 and has been instrumental in revolutionizing their contact center operations. Our collaboration has led to unprecedented achievements in performance management, employee engagement, and operational efficiency, setting new benchmarks in the healthcare industry.
Key highlights of our partnership include a remarkable 35% increase in NSPC's internal operations performance and a 22% boost in their Business Process Outsourcing (BPO) partner's performance within just 10 months of implementing Acuity. This platform has not only optimized workforce operations but also significantly improved patient experience metrics, such as a 58% reduction in transferred calls, a 64% reduction in Unauthorized AUX Codes, and a 9.28% increase in Calls per Hour.
Our efforts have unified NSPC's contact center operations, transforming fragmented teams into a cohesive, high-performing unit. The success story of NSPC, powered by Acuity, showcases our commitment to leveraging technology for enhancing customer experience and operational excellence. The 30% uptick in overall performance across all KPIs, including dramatic improvements in efficiency and quality metrics, underscores the transformative impact of our solutions.
TouchPoint One's role in this journey reflects our dedication to innovation and our ability to deliver tangible results. We are proud to have set a new gold standard in healthcare performance management, demonstrating the power of our platform in driving significant, measurable improvements in both operational efficiency and customer satisfaction.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 247 words used.
The impact of Acuity was immediate, comprehensive, and profound:
- An impressive 30% uptick in overall performance across all KPIs within just 10 months.
- The Calls per Hour metric improved by 9.28%, showcasing heightened efficiency.
- Unauthorized AUX Codes, indicating periods when agents aren't taking calls, saw a significant 64% reduction, optimizing workforce operations.
- Transferred calls decreased by a substantial 58%, elevating the patient experience by enhancing First Call Resolution (FCR).
- Instances of extended After Call Work (ACW) dropped dramatically by 98%, amplifying agent productivity.
- Despite the surge in efficiency and productivity, Quality metrics also rose by 3%.
- Average inbound calls per day increased by a commendable 9.18%, underscoring a marked enhancement in agent capacity.
- NSPC's internal operations performance Balanced Score surged by 35%
- NSPC’s Business Process Outsourcing (BPO) partner Balanced Score improved 22%.
Nathaniel Altland, Sr Director of Customer Service Centers at NSPC, encapsulates the essence of our achievements:
The first month we saw an 18% improvement in overall performance and that has continued to rise... Acuity essentially costs the equivalent of 1 FTE, but we’ve realized a 10% increase in productivity across the board. At >100 headcount, the math is pretty straightforward – and this doesn’t even factor in the positive impact of improved quality or customer experience metrics.
These accomplishments are unique because they reflect not just a quantitative leap in performance but also a qualitative transformation in operational culture and employee engagement. Please see the NSPC workforce testimoials in the supporting materials below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 35 words used.
1. Full National Spine & Pain Center Client Success Story PDF (attached)
2- Full National Spine & Pain Center Client Success Story (on web site): https://www.touchpointone.com/case-studies/acuity-national-spine-and-pain-centers
2. NSPC workforce testiomonials video (attached)
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