Contact Centers and Organizational Goals
It is important for healthcare leaders to know how contact centers can help improve patient and employee satisfaction, reduce costs, and even provide critical communication tools within the hospital setting.
Check out some of our white papers that demonstrate how hospital contact center leadership are using technology, data, and well-trained teams to assist health systems attain their organizational goals. You can find all of our white papers on our Resources page.
Patient experience leadership should involve their contact centers when planning frictionless patient experience goals. The technology already being used in their contact centers, along with well-trained, informed agents, can be leveraged to help the entire enterprise achieve its patient-first goals.
Addressing Healthcare Workplace Violence with Integrated Contact Center Software and Secure Messaging
The technology used by a healthcare organization's contact center should be included in a violence prevention program. As the hub of communication for a hospital system, their call center already has updated contact information for departments and employees and uses highly effective communication tools to get critical alerts to staff members.
Correcting inefficient communication can help an organization towards their Triple, Quadruple, or even Quintuple Aim. Using the tools and software that may already be available in a hospital’s contact center provides a path to successfully attain the goals of the entire enterprise.
Improving communication in hospitals is paramount. Healthcare organizations can reduce many root causes of inefficient communication by using the software and technologies that may already be in use in their contact centers.
George Bernard Shaw once said, “The single biggest problem in communication is the illusion that it has taken place.” This is especially true in the healthcare sector. Notification of critical lab results is a crucial function of the clinical laboratory. Using technology such as secure messaging ensures information is received by the correct personnel, quickly and accurately, to help improve patient care.
There is a lot of coordination involved when getting a patient from point A to point B. Transporting patients can be a life-saving effort and is an integral part of patient flow, patient care, and the patient experience. It is critical that patient transfer centers use a robust contact center software program that readily integrates with other products to increase efficiency.
Contact centers are using technology and well-trained teams to assist patients and medical staff in meaningful ways to play an even bigger role in improving a patient’s journey. Healthcare leaders can help their organizations do more with less by ensuring their organization is leveraging the capabilities of their call center staff and software.