Optimize your contact center with guidance from real-life success stories

As the first point of contact for patients, hospital contact centers play a vital role in creating positive patient experiences. At the same time, call center employees often face operational challenges that impact their ability to convey important information and deliver exceptional services.  

If your health organization wants to improve this critical communication channel, read the following contact center success stories for guidance on how to identify and overcome your pain points. 

Improving caller interactions  

Orlando Health, a not-for-profit healthcare organization with 32 hospitals and emergency departments, was looking for a solution that could help create a top-performing contact center that allows employees to truly know their patients, their business, and their team.  

This contact center case study reveals that a computer-based intelligent solution can enhance caller interactions by lowering call abandon rates and average call handle times while increasing average answer speeds.  

To learn more specific details about how Orlando Health also created a better experience for their employees, read our contact center success story.  

Increasing employee productivity  

As the largest community hospital in Vermont that has been providing high-quality healthcare for over a century, Rutland Regional Medical Center (RRMC) wanted to replace their manual, paper-based processes with more efficient solutions in their contact centers.  

As seen with other contact center success stories, their first step involved switching over to a centralized platform that includes an operator console, on-calling scheduling, enterprise directory, and call recording. Their employees saw numerous efficiency gains despite increases in call volumes.  

In this contact center case study, find out more about how RRMC experienced cost-saving benefits of $35,000 annually.  

Supporting work-from-home initiatives: 

UW, the integrated Health System of the University of Wisconsin-Madison that serves more than 650,000 patients in the Upper Midwest, needed work-from-home accommodations during the early stages of the COVID-19 pandemic.  

This contact center success story shows that the transition process towards remote console workstation software was seamless and quick for employees. They were ready to manage patient calls and ensure their satisfaction while balancing the human-technology interaction.  

In the post-pandemic world, this contact center case study offers helpful insights into how these communication solutions can be incorporated into disaster recovery and business continuity planning.  

Every hospital faces unique challenges that impact their contact center employees’ abilities to provide exceptional services. These contact center success stories exemplify that the path towards progress isn’t impossible—but requires an understanding of your specific pain points and the beneficial solutions that are available.  

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