We understand the desire to want the newest, shiniest technology advancements; they are pretty cool. We have seen firsthand in the field how, when used properly, technology truly can make a difference for patients and help the enterprise with its bottom line. We have outlined some of the different types of technology available and how they could be useful to you.
Continue readingIt’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 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 readingA knowledge base, as previously discussed, is better for everyone. It empowers your contact center agents with the information they need to create happy customers. But setting up a knowledge base correctly takes time and energy. We can help.
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 readingThink 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.
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.
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