Healthcare Contact Centers: How to Modernize Medical CX

Healthcare contact centers field communications with thousands of people per-day, meaning their technology needs to keep up with the growing demand for service. Unfortunately, outdated systems are not up to the task, which means it might be time for an update. Discover why it matters for your organization below:

So, what are the tech requirements for healthcare contact centers? Ultimately, customer experience needs to be at the forefront of every solution, and that means human-centered design. Getting from point A to point B should be a seamless process, and result in better efficiency for agents and customers. Some processes that support modern medical CX include leveraging automation, looking to data to inform decisions, moving to the cloud, and always prioritizing security. It all comes down to selecting the right solution and maintaining your tech. Some popular medical CX solutions include:

·      Five9

·      Genesys

·      NICE CXone

·      UJET

·      Playvox

·      Alvaria

So, how can you modernize your contact center? In the healthcare industry, effective and CCaaS solutions that properly field patients must be a priority. Check out what forward thinking healthcare organizations prioritize when searching for the right-fit solution below:

·      Leverage Automation

·      Look to the Data

·      Move to the Cloud

·      Prioritize Security

·      Add Helpful Tools

·      Select the Right Solution

·      Update Regularly

Automation is a key to streamlining processes within your medical CX. If getting in touch with your team requires a lot of waiting, it could be a major roadblock for your organization’s success. That’s why interactive voice response and virtual agents act as a great step-one in the customer experience. It takes care of smaller, less complex requests so team members can focus on the individuals who want to speak with a live agent. That dramatically decreases the number of people in line and improves the service experience for all.

What are common concerns within your healthcare contact center? Data can inform so many aspects of your call center. That’s why it’s always a good idea to implement surveys and follow ups from customers to gauge their experience with you contact center. It’s also a good idea to get a pulse on your team’s experience. What’s causing slowdowns and issues with customers? What frequently glitches or takes them to the wrong place? What do they think would help them achieve greater success in their customer service? Getting these insights from a large pool of people results in helpful data that can point to your requirements from a technology standpoint.

You can also look to industry-wide data. What’s working for organizations similar to yours? What seems to not work and cause poor customer communications? Gathering all this information together can get time consuming, which is why a lot of businesses turn to an expert to do the research. InflowCX works with healthcare organizations of all types, and provides custom, data-backed recommendations that align with their needs.

The cloud truly is the future of contact centers across industries. What comes with the cloud? Cloud-based software allows you to run a contact center right on the web. It empowers employees to work from anywhere with a Wi-Fi connection. More and more businesses will opt for a cloud contact center migration in upcoming years to maintain a competitive edge in the industry. It allows seamless scalability, reduced total cost of ownership, and better overall customer experiences.

Are the tools you use within your contact center protecting your employees and customers? If not, you’re probably due for an upgrade. Every new solution you introduce to your organization must include built-in security features to avoid data breaches and other cyber threats. Features like data encryption and protection that follows industry compliance standards is a good place to start. Navigating the complexities of compliance is no small task, which is why it’s a good idea to consult with an expert before selecting a contact center solution for your organization.

Solid healthcare contact center solutions have multiple channels where customers can get in touch with your team (or tech that gets the job done). Tools like ChatBots are often the answer to the issue – presenting a fast, low touch solution that many users prefer over traditional phone calls. Most contact center employees can confirm that they answer the same few questions over and over, which takes up time better spent fielding more complex inquiries. Tools like ChatBots and FAQ-focused user experience handle the low hanging fruit so your experts can help more customers and provide more value. Ultimately, giving people the option to speak to a virtual agent or a live agent is the best path forward.

There are a lot of options out there, but which one best suits your organization? A lot of IT companies work with specific solution providers. However, when it comes to selecting the best one, it often comes down to your team’s unique workflows and processes. That’s why it’s best to work with a vendor-agnostic partner. They can take a more customized approach to recommendations, looking at your team and identifying the right technology to accommodate and improve workflows. That way, you know your technology choices are backed by data – rather than partner preferences.

To maintain your contact center solution’s efficiency, security, and overall functionality, you must make regular updates. Luckily, with the help of a contact center solutions provider, you don’t have to worry about ongoing optimizations, because they manage it for your team. InflowCX even provides a dedicated Technical Account Team, who conduct ongoing strategy meetings with your organization to discuss product updates, system upgrades, integrations, and beyond. With this resource, you can guarantee that your technology will remain ahead of the curve and secure.

If it’s time to optimize your medical CX, consult an expert to help you through the process. InflowCX provides industry-leading evaluation, deployment, and optimization services that allow you to gain a competitive edge. We only work with the best solutions providers and create comprehensive implementation strategies that align with your timeline and business needs. It’s all based around unbiased, data-driven recommendations, customized to your organization’s needs. Let our team act as your partner in building a better customer experience.

Ready to modernize your medical CX? InflowCX can help. We assist organizations across industries to identify their needs for their contact center team and build the ideal customer experience plan. Get in touch today to start the process and get a consultation.

Give us a call at 844.446.3356 or shoot us an email at contact@inflowcx.com.

Interested in learning more about what we do from our experts? Check out our educational resources, like the InflowCX blog, upcoming webinars and events, podcasts, and videos to discover how UCaaS and CCaaS solutions can transform your customer-facing capabilities within your organization.