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 readingSingola Consulting and CallMiner have partnered to host a webinar on August 25th at noon CST about the positive effects of speech and contact analytics on the patient experience.
Continue readingHealthcare is inundated with data. As an industry, we are obsessed with measuring everything under the sun. The problem? All these numbers do not really tell the story. We need to move away from data for data’s sake and towards quality, actionable data that is easy to access and allows us to act and make good business decisions. How do we get there?
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 readingWhen an agent leaves your contact center, you don’t only lose productivity while the seat is empty. Oh no. You also lose productivity the entire time it takes to train the new agent. Once training is done, you lose productivity while the new agent becomes acclimated. You lose productivity until the day the agent becomes competent in the new role. And how long does that take?
Continue readingContact Center ROI month is here, and we have plenty of information to share. We know there can be confusion about the many ways to measure contact center performance, but it’s important to understand the differences between them in order to encourage meaningful action. It’s common to confuse these key terms, but let’s set the record straight.
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