Connected Health 2024

Data-Driven Care: The Power of Contact Center Analytics in Healthcare

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  • Oct 15 2024 Duration: 30 mins

Presented by

Nick Richards, General Manager of Customer Experience for SoftwareOne and Paul Lampi, System Vice President, Population Health Insights at the Endeavor Health System

About this talk

Data is reshaping the healthcare landscape—particularly in population health management. The right Contact Center as a Service (CCaaS) platform can put patient data to work by helping you:

- Understand patient needs
- Improve outcomes
- Deliver more responsive care

This webinar is your opportunity to hear from healthcare industry and customer experience experts and to discover how data-driven Contact Center as a Service (CCaaS) platforms can help you create more personalized and effective patient experiences via:

- Call categorization: Identify top call drivers, track performance, spot issues and trends
- Quality Control and coaching: Auto-score activities, precisely target manual quality efforts
- Triggering processes: Automate, triage, and re-route negative or sensitive calls
- Customer journey: Understand patient engagement and capture the Voice of the Customer

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Available on demand