Healthcare Contact Center Guide
Inside the Guide:
- Contact Center Maturity: Evolving Approaches
and Capabilities - Healthcare Contact Center Trends
- Optimization Strategy
- 5 Guiding Principles for Leveraging the Healthcare Contact Center
Today's healthcare content center environment has evolved and it is imperative to understand patient's needs and expectations. A great place to start is to assess your contact center maturity.
Successful health systems will learn to better leverage their contact centers as a way to attract and retain patients and tackle a complex set of new challenges.
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How Contact Center IT Can Help Health Systems Compete for Patients
When it comes to healthcare, the importance of consumer experience is more critical than ever. The financial performance of health systems increasingly depends on converting consumers into patients and retaining patients who now have expanding options for urgent, primary, and elective care. A contact center is a critical component of an inviting front door for consumers—which is why forward-looking healthcare organizations are upping their contact center game.
Five Guiding Principles for Leveraging the Healthcare Contact Center
Each healthcare organization will chart its own path to maturing its contact center capabilities. Key considerations include identifying a starting point for investment and evaluating technology purchases against a long-term roadmap to help future-proof. A maturity assessment and gap analysis can spotlight where to start and help illuminate a roadmap.
Assessing Your Contact Center Maturity
The contact center is a critical yet often overlooked component of a healthcare organization’s “front door” to patients and family decision-makers. Contact center experiences can range from the positive, with quick and easy resolution, to the negative, resulting in frustration and ultimately in “network leakage.”
Contact Center Maturity Assessment | Burwood Group
In today's fast-paced business landscape, customer experience has emerged as a critical differentiator. Organizations are realizing the significant impact that their contact centers have on customer satisfaction, loyalty, and overall business success. But how can you gauge the effectiveness and maturity of your contact center operations?