Reimagine your healthcare contact center with a data and AI-led approach
Healthcare organizations must create easy, value-adding digital experiences that proactively guide consumers through often-complex healthcare journeys to increase consumer satisfaction, brand loyalty, and operational efficiency
Healthcare organizations face the challenge of building customer loyalty by providing the best possible experience for their members or patients. A focal point for addressing this goal is an organization’s contact center--often the starting point for a patient’s journey.
To improve this crucial first contact, healthcare organizations need to look beyond traditional approaches and embrace a data-led effort to modernize their contact centers to create a seamless, customized experience for their patients or members. In this white paper, we will examine the call center of today and tomorrow. We also will look at three key AI technologies that will drive future call center operations and the best way to get started with implementation.
The call center of today and tomorrow
Contact centers at healthcare organizations are going through a significant evolution. Organizations are looking at how to better meet the needs of their patients, members and providers. As part of a multifaceted strategy, organizations are examining their workforce, processes, and technology to modernize their call centers.
Whether it’s practice front desks, centralized call centers, or a phone rooms, tens of thousands of healthcare workers spend their day answering the phone. A significant share of the healthcare workforce could be focused on providing a personalized, proactive, and highly valued patient experience rather than reacting to inbound calls.