With the challenges of 2020, including COVID-19 and the death of George Floyd, it’s become increasingly important for workplaces to foster inclusion and diversity. DEI&A (diversity, equity, inclusion, and accessibility) has become a key focus in areas such as hiring and business development. However, organizations still need to create clearer plans for what steps to take for DEI&A implementation, including benchmarks to measure progress and methods to compare programs with other companies. In this article, we explore the current state of DEI&A and tips for its implementation. Which Groups Value DEI&A? People of color and young people tend ...

ERGs (Employee Resource Groups) can be an important asset within an organization to help enhance the employee experience as well as business success. Here we explain what ERGs are and how they can benefit the contact center. What Are Employee Resource Groups? Essentially, ERGs provide an opportunity for individuals within an organization to build groups with people who have similar experiences and identities, voice their thoughts, and provide volunteering or mentorship opportunities. Another goal is to help develop company policies regarding inclusion and diversity. According to Paycor , an ERG is defined as “a network within a company where employees ...

As business leaders, you know the importance of strategic planning. Having a clear understanding of your business goals and how to achieve them helps you stay focused and therefore, better serve your teams and other stakeholders. But being a leader doesn’t necessarily mean you’re good at (or even enjoy) the planning process. For many, the thought of putting pen to paper and committing to a 6- or 12-month plan is right up there with shoveling feet of snow in 30 below zero temps (which I’ve done plenty). Much of a leader’s success relies on knowing your weaknesses and when it makes sense to call in partners who can get a task done allowing you to focus on ...

Compared to industries such as retail and financial services, the medical industry has traditionally lagged behind when it comes to investing in new technology. However, since the COVID-19 pandemic, healthcare organizations have increased their investments in technology, digital solutions, artificial intelligence, and automation. The investments help to address labor shortages and improve margins. In fact, according to a new report by Bain & Co and KLAS Research, approximately 45 percent of health-care providers accelerated software investments over the past year with more expected to boost tech spend in the wake of immense cost pressures. Tech spend ...

Outsourcing healthcare contact center services has become increasingly important. Patients want medical care that is effective and quickly responds to their needs. Without dedicated and efficient call center support, healthcare organizations can experience more issues such as dissatisfied patients and increased in-house staff turnover. Improved Patient Care The welfare of patients is impacted by the quality of care, services, and information they receive. Having resources such as live agents who help to optimize the healthcare process is a significant asset to healthcare providers. Agents that are skilled in healthcare understand what patients require, can ...

The contact center industry had to quickly adapt to new challenges in the wake of the COVID-19 pandemic, from handling more complex calls to adjusting to remote work. Those who stay up to date with industry trends can more easily and quickly pivot in response to market changes. We predict several 2023 contact center trends that will help improve customer experience and business efficiencies: Increased Focus on Self-Service Tools Self-service customer support options will increase in response to consumers’ preference for quickly finding solutions on their own rather than waiting for assistance. This is especially true of the tech and social media savvy younger ...

My team and I are partnering with several healthcare and medical clients to help implement processes, invest in technology and identify people to better understand patient experience (PX), from how it impacts business to the best way to monitor and assess effectiveness. The industry is in the early stages of connecting the dots between PX and customer loyalty, employee retention, bottom line results and more – you know, the stuff CX pros have been talking about for a while. The Beryl Institute , a global community of healthcare professionals dedicated to transforming the human experience in healthcare, defines PX as “the sum of all interactions, shaped by ...

Moving your healthcare contact center to a cloud solution can have many benefits for your organization. Cloud-based contact centers can help reduce costs, increase security and compliance, make scaling and reducing scale flexible, and offer more features and more ways of communicating with patients. All these things are important for allowing healthcare organizations run more efficiently, remain on the cutting edge of healthcare, continuously meet customer expectations, and increase patient satisfaction. Cost Reduction With a cloud-based contact center solution, you can have more flexibility while also cutting costs. On-premises technology has fixed costs, ...

Utilizing data analytics can help to optimize processes in the healthcare industry such as patient appointment scheduling, follow-ups after patient visits, payment collections, and more. Advanced data analytics can help to improve each step of patient interactions to enhance the efficiency and effectiveness of the healthcare system and increase both patient and staff satisfaction. Patient Visits EMR systems have complicated navigation and an overwhelming amount of information which means providers often have to focus more on the system than the patient. Data analytics can help improve patient care and experience in the following ways: It can help provider ...

Improving the patient experience (PX) in healthcare has become increasingly important as healthcare organizations compete to acquire and retain patients. Just as businesses in other industries have learned, organizations that set themselves apart by increasing customer and patient satisfaction are more likely to become – and remain – patients’ providers of choice. When choosing a healthcare provider, quality customer service is a top priority for most patients, and first impressions often determine whether patients return. Personalize Patient Communications Personalizing communications is a primary way of improving the patient experience. According to ...