Has Your Patient Experience Evolved in the Past Year?

Healthcare: If any industry or vertical landed on the map more than ever this past year, it was healthcare. We’ve talked to more healthcare customers than any other vertical during this time, and it makes sense why: healthcare has touched all of us in some way or another this past year. Whether someone has been ill, needed checkups, or is now getting vaccinated, it has or will touch all of us.

Just ask your Customer Service Representatives, "What is the toughest or most annoying part of your daily tasks?" The answer may not surprise you. You may find that your workforce is spending a large amount of time on things that are necessary, but repetitive. Frankly, these items do not add significant value to the business and, in turn, they diminish employee satisfaction. Robotic Process Automation (RPA) is built to handle tasks that are slowing down your employees, as well as ones that are just very boring for them to do. A trusted partner can help you figure out where automation can add to the efficiency and effectiveness of your Contact Center or Back Office.

Recently, I was asked to speak about Public Cloud Services, and specifically, CPaaS (Communication Platform as a Service) during a training call. It was actually really good timing, because this has been a hot topic with vendors, partners, and customers. In those discussions, I find that there’s a lot of misconceptions about what CPaaS actually is. As mentioned, CPaaS stands for Communication Platform as a Service, but even that term can mislead you into thinking that it’s a much broader and more inclusive thing than it actually is.

Harvard Business Review published an article on “Reinventing Customer Service,” and I believe they—and one of our customers—are onto something.

When we think about the world of Contact Centers, the concept we’re describing is the ability to get someone’s request for something routed to the best person to handle that request. That “something” started out as phone calls, made by someone calling into a group of people (known as agents) who could answer that phone call and help the caller with their request.

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox.

We're excited to introduce the ConvergeOne Tech Exchange, a podcast series that connects the technology community with top-of-mind insights that you can put into action. ConvergeOne believes that leveraging technology to connect people with purpose is vital to achieve business outcomes.

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox.

The concept of customer experience is top-of-mind for every company with a contact center, and the need to actualize beyond self-service and voice has become urgent. There has been a tremendous push within this space to incorporate newer technologies like omnichannel and journey orchestration. This push has been defined by a desire to develop new opportunities for ecommerce and online marketing through the use of these technologies.

Our research results reinforce key technology trends that continue to impact the future of the contact center and the overall experience it can provide to its customers and employees. These trends have transitioned from nice-to-have to essential. To adapt and outpace the competition, financial institution contact centers will need to adopt the following technology trends to offer best-in-class service to both their customers and employees.