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 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 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 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 readingIf you’re a growing organization, you need a patient access and intake strategy, there’s no way about it. As hospitals and clinics merge and integrate into large health systems, it can be confusing for patients to know where and how to receive care. Before it gets too frustrating, start coordinating efforts to build a patient access and intake strategy across the entire enterprise.
Continue readingDoctors need to know a lot. Least of all, they need to know how to help us feel better. So it seems kind of crazy that they’re also expected to know a great doctor who can help with that shoulder pain, or that skin rash, or perform a needed surgery. Why does healthcare depend on our general practitioners to act as Yelp for specialists?
Continue readingThe name of the healthcare game these days is merger and acquisitions. As health systems continue to grow and absorb more and more once-disparate entities, working to merge them to create a single brand and single voice becomes harder and harder. Combining EMR systems, patient portals, scheduling procedures, and implementing a new referral management program can be daunting and take time to do right, but there is only one place from where to start.
Continue readingListening to the Voice of the Customer (VoC) can be difficult. As with any human interaction, it can be hard to understand what the customer is saying and actually wants to convey. But to be an effective contact center, you need to work hard at listening to the customer.
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