The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story. A Three-Pronged Approach.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

Myra Golden Media

APRIL 11, 2023

AI can free your agents to focus on complex customer issues and provide personalized service. Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. Finally, it’s important to use data and analytics to drive process improvements and decision-making.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

3CLogic

APRIL 17, 2023

A simple example of IVR is when a patient calls their healthcare provider and interacts with a list of pre-recorded options before actually speaking to someone, such as, “Press ‘1’ to schedule an appointment, Press ‘2’ to refill a prescription,” and so on.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

EPIC Connections

FEBRUARY 19, 2019

Successfully implementing any automation technology requires that you first design smart processes and call flows to reach the end goal of increased efficiencies and lower operating costs. This redesign enabled the company to: Shift 150,000 calls per year to self-service. We solved it! We solved it! We solved it!

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

Hodusoft

JANUARY 18, 2023

Top 10 Best Healthcare Call Center Software for 2023. As the demand for healthcare services continues to grow, it’s becoming increasingly important for healthcare providers to find ways to offer high-quality care while also being efficient and cost-effective.

call center software 52

call center software Healthcare Call Center Interactive Voice Response 52

Balto

FEBRUARY 6, 2023

We are in the midst of a loneliness epidemic , and consumers know that a helpful human is only a phone call away at any time. It’s crucial to have direct experience of things like call flows, processes, and winning behavior.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Hodusoft

JULY 16, 2021

The level of engagement in the contact center and call center varies significantly. Self-service feature. Call centers primarily use IVR for directing the customers to a particular function as per the issue. Contact centers, on the other hand, use chatbots, IVR, and other advanced functions to self-serve customers. .

Contact center software 52

Contact center software Contact Center Call Center Interactive Voice Response 52