Industry Insight

Quality Control: Why It’s Essential for your Healthcare Contact Center!

In the next edition of our Consultancy & Advisory thought-leadership series, we take a deep-dive into Quality Management Systems with our Director of Quality Assurance, Mary May. An experienced and knowledgeable expert in all aspects of quality solutions, Mary tells us about the subtle but important distinction between Quality Assurance and Quality Control, and why understanding this difference is key to a fully comprehensive and robust quality program.

Read More »

Why consider Centralizing your Healthcare Contact Center?

More healthcare providers are making the strategic choice to centralize their patient access operations in an effort to move towards a a smoother, more streamlined experience for their patients, gaining in efficiencies and reducing waste. Regardless of the size or fragmentation of a healthcare system, this remains a viable option for strategic improvement.

Read More »

Business Continuity Plans for the Healthcare Contact Center

How do we prepare for the unexpected? This is a question that lurks in the background during normal times but has come to the fore recently. The last number of years have brought all sorts of crises and disasters, including a global pandemic, severe weather events and an increase in cyberattacks.

Read More »

Why are Contact Center Outsourcing Partnerships Gaining Momentum?

Transforming customer engagement through optimizing contact center operations has long been considered a way to gain a competitive advantage across many sectors including banking, telecommunications, and retail. One popular tactic has been to partner with business process outsourcing organizations to leverage their expertise to enhance efficiencies and improve the customer experience.  This approach has enabled organizations to focus on internal core competencies while their partners focus on highly impactful programs of change.

Read More »

Data Utilization and Root Cause Analysis within the Healthcare Contact Center

In a fast-paced work environment, problems are often amplified and exacerbated due to a lack of visibility of the root cause of the issue. A true understanding of a situation requires visibility and clarity on the subjects or processes being observed. In my experience as a performance optimization consultant, this can be a major challenge for healthcare organizations; there is often hidden complexities between the interrelated processes and systems that remain unseen.

Read More »

Want to talk
to us?

Leave your details and one of our experts will contact you!