It’s an exciting time for contact centers in healthcare. More and more health systems recognize the potential contact centers have to enhance the patient experience and generate revenue by using new technology to transform into multi-channel contact centers.
Continue readingOkay, so you now know what you don’t know. What, exactly, does that mean? It means that it is now time for the next step: a comprehensive assessment.
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.
Continue readingOur Ultimate Agent® program starts with figuring out the cost of your turnover. It’s a lot. DMG Consulting estimated that it costs approximately $5,000 to replace and train a new agent. That is money simply thrown away.
Continue readingThe thing is, our clients are busy. Time, energy, and resources get sucked up into the day-to-day responsibilities and operations. That’s when a strategic workshop can be helpful.
Continue readingLook, creating an overall strategy for this issue is a lot to take on. It’s a huge project, we know. But it’s so important to have a long-term vision, and taking steps now to excel at access and intake will improve an organization across the board.
Continue readingAs we discussed last week, creating a centralized contact center can have tremendous benefits for an organization and their patients. We ended that post by saying that the benefits only emerge with the proper planning, so let’s talk some more about what “proper planning” means. In some cases, planning for centralization may actually lead you to the conclusion that decentralization is the smarter option.
Continue readingWhen it comes to providing great service from a healthcare organization, a convincing case can be made to create a centralized contact center.
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