Survey results from the Healthcare Call Center Times Conference in Salt Lake City where Kathleen Peterson had the opportunity and pleasure to speak to a group of Healthcare Contact Center professionals. Many Contact Center professionals feel the journey ahead is an Adventureland filled with excitement and intrigue. Gain insights into the biggest challenges today’s Healthcare Contact Centers face!
The Conundrum of Certainty
Eye witnesses, investigators, teachers, cult members, parents, managers, executives, and all of us at one time or another have something in common – the belief and power of certainty. This ranges from eye witnesses of a crime to swearing that “my keys were right there – who took them?” to telling a friend that they are making a terrible mistake …
Eight “SUMMER SIZZLERS” for Contact Center Leaders
AHHH … Summer. It brings back memories of lazy days, no school, taking it easy, and playing with friends. I guess you can see that I am longing for those carefree days! Although we have all grown up, summer remains the classic time of year for vacations, family time, and perhaps a bit of a slowdown in day-to-day business activities …
Time Flies When You’re Having Fun
Fun reduces stress, increases mutual feelings of confidence, and just plain breeds good will. Taking a fun approach in the Contact Center to key activities such as training, coaching, and communication demonstrates leadership’s willingness to put the same effort into the Frontline Experience as the front line is expected to put into the Customer Experience. Learn some fun ideas and …
Centralized Scheduling: Turning Challenges into Triumphs
Building a Centralized Scheduling Contact Center in your Healthcare system is no easy task. Without a solid project plan you may wind up with an inefficient and costly model, with the Call Center broken up into small groups dedicated to individual practices. Learn the 7 essential project tracks for building a successful centralized operation that meets the strategic goals for …
Talk is Cheap…or is it?
Despite the never-ending seduction of new and emerging automation technologies to drive cost savings, Customer Care professionals must keep in mind the value of human contact. Voice is far from dead; it simply has been elevated to address more complex issues in today’s Customer Care/Contact Center arena. Learn how to invest in the right resources to yield a high performance …
The Value of Healthcare Contact Centers: What Executives Need to Know
Many executives are unfamiliar with the power of service level as a major factor in the operational execution of Contact Center services. Learn how to provide your executives with a “tactical” understanding of your Healthcare Call Center and reap the rewards of “tangible” support in the form of budget, resources, and technology.
Managing to Get the Best
The world of Customer Care continues to evolve. Automation has greatly reduced costs and many simple tasks have transitioned to online or other “non-human assist” tools. This has greatly reduced the cost of specific transactions in the Contact Center. But when the customer requires a higher level of assistance, the Contact Center is on the hook to provide it and …
The Cold Shoulder of Customer Care
Today’s consumer has multiple options to consider when purchasing pretty much anything. If staff are indifferent, hostile, or snub consumers, how much worse can a robot be? Contact Center communication must be more about empathy and less about apathy and disengagement. What can you do to set your Contact Center apart from the competition?
January … the Door of Possibility
The parties are over and the holiday decorations all packed away. It is January, named for Janus, the Roman god of gates and doorways and depicted with two faces looking in opposite directions. January is the door to a new year. January is a great time to challenge everything, to set the stage for the year, and to allow a …