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 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 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 readingAssessments 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.
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.
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