Healthcare

Call Center Tech Trends: Mid-Year Update

A few months ago, we wrote a blog predicting technology trends in call centers for 2023. As we move into the year’s second half, we’re revisiting those predictions and analyzing the trends we’ve seen in call centers so far. With technology changing so much in the past year, it’s important to stay current on the latest trends and how they impact the contact center industry.

Corporate Wellness Infographic

When employees are healthy and happy, they can better handle the stresses of the job. This can lead to improved work performance and reduced turnover rates. In any business, it’s important to invest in the wellness of your employees. Check out this infographic on ways to improve employee wellness in your own call center.

Call Center Staffing

Calculating Call Center Staffing to Support Patients and Employees

2 MIN. READ Call center staffing can be a notoriously difficult puzzle to solve. However, accurately forecasting the demand for staff, particularly during peak periods, is critical for call center success. Understaffing a contact center increases both customer and employee attrition, whereas overstaffing wastes money. Some health plans, medical groups, and companies attempt to determine …

Calculating Call Center Staffing to Support Patients and Employees Read More »

Patient Retention Health Care Call Center

Successful Call Centers Affect Patient Retention

2 MIN. READ Health care continues to move forward as a value-based industry with key standards regarding patients. On top of reimbursements from Medicaid and other entities explicitly tied to patient satisfaction, patients are customers and have the option to move providers if they are unhappy. Patient retention becomes a driving goal for strategic operations …

Successful Call Centers Affect Patient Retention Read More »

Organizing Call Centers for Patient Satisfaction

Organizing Call Centers for Patient Satisfaction

2 MIN. READ Patient satisfaction is becoming a key metric for all health care organizations and providers. Not only is payment reimbursement from agencies like Medicaid tied to patient satisfaction, but patients can and will change providers or carriers if they are not happy. Call centers can play an important role in increasing patient satisfaction. …

Organizing Call Centers for Patient Satisfaction Read More »