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 readingAn effective referral management process improves patient care, and making life easier for patients is always our first goal. But sometimes what is good for the patient is good for the bottom line, and in the case of referral management, it’s very good.
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 readingIn 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.
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 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 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 readingWhether you call them patients or customers, the people calling your contact center have a simple wish: to have their problems solved quickly and on the first try. Usually, first call resolutions require skilled agents who know how to navigate the system and quickly find answers for the callers. In order to get agents skilled enough to do this, you need to train them properly.
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