Customer service experience is at the heart of any organization. How many times have you called in to an 800 number for support after being on hold and having to jump through the proverbial hula-hoop of choices to get to a human interaction. Some things cannot be automated and for this you need good agents in your call center.
Let the collaboration continue! The ever-evolving gobstopper of digital communications is growing. The mission is to keep your team moving forward through digital collaboration. Whether you are in the United States or the United Kingdom, as long as you have a good Internet connection, you can stay in touch using collaboration tools.
Big Data analytics has become a critical component of a Healthcare provider’s means of surviving in an ever-growing competitive landscape. They rely on statistics, metrics and measurements to identify relationships that help improve patient care, reduce mortality rates, provide better service and reduce their costs. However, as a Healthcare provider, an important data source you often overlook in your analysis is Communications Activity within your organization. That includes all incoming/outgoing calls, IM/Texts, Conferencing, Video Calls and File Sharing. These Collaboration events enable your Healthcare entity to improve communications, speed the sharing of critical data and, ultimately, improve patient care while reducing your costs.
My, how the times have changed!
In the past, it was “taboo” to record interactions between Patients and Caregivers. The reason? General Counsel for the hospital would always point out that any-and-all information, including call/IM recordings, are “discoverable” in a lawsuit and could be used against the hospital in a malpractice case. Well, the pendulum has definitely swung in favor of recording all communications related to the hospital and its employees, especially Caregivers.