We’ve said it before: access and intake operations should be a focus for every health system in American right now, and allowing patients to access all parts of a system through an effective referral management process is no small part of an overall access and intake strategy. Referral management matters for patient experience and quality of care, but a great process can also improve patient retention, decrease leakage, and improve the bottom line.
Continue readingTraining new hires at a contact center can be daunting. Every day they are not trained is doubly harmful: the company is losing money on the employees not fulfilling their potential, and coworkers have to pick up the slack in order to keep the contact center running properly.
Continue readingThink fast: what does your contact center do to welcome a new hire after the company and department orientations have ended? Because hiring employees with great potential is only the first step to staffing a contact center and lowering turnover. Really, after finding a qualified, talented individual, you want to make that person stay. Onboarding helps with that. Onboarding is developing an individual’s potential by making the agent feel valued from day one.
Continue readingIf you utilize the Ultimate Agent® program, you know that once you have an updated job description out in the world, the applicants come calling. Usually companies focus on the results of recruitment, turning those prospects into employees, but effective recruitment also includes the assessment and interview process.
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