Posts tagged process

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.

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Singola 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.

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Assessments are great. They’re the best “Step 1″ for any engagement since they reveal the current state and establish a baseline. Without that baseline, how can you tout all the great improvements you’ll eventually make? But that’s not the whole truth.

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Okay, 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.

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In the health system contact center, knowledge is king. When callers dial in, they need information, and let’s not mince words here: sometimes it’s a real crapshoot to be connected to a knowledgeable agent that can provide the correct information and quickly.

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Training 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.

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Think 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.

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If 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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The 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.

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