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Talkdesk Research Reveals Contact Centers High Priority for Healthcare Industry
According to a new study conducted by Talkdesk®, Inc., 70% of professionals in the healthcare industry view contact centers as a high priority and strategic asset to enhance the healthcare experience.
The Patient Experience Revolution (News - Alert) surveyed 700 patients and more than 150 health care professionals worldwide, finding that seven out of ten participants held this view, while also claiming that legacy systems are a major factor for dissatisfaction among patients. As the world continues to move toward cloud-based contact centers due to the changing conditions of the pandemic, critical service industries such as healthcare are looking for ways to positively change patient interactions with remote technology. Although many facilities are beginning to integrate cloud resources, many older organizations are struggling due to the limitations of their current infrastructure.
"As consumers, we expect customer service from any company to be seamless, synchronized and easy. Unfortunately, health care has become anything but easy and the patient experience is often frustrating and confusing,” said Greg Miller, VP of Industry Strategy, Health Care and Life Sciences at Talkdesk. “Health care contact centers can be an essential component of creating exceptional patient experiences and enabling patients to communicate with providers through their channel of choice, as customers have come to expect from any other industry."
Patient perceptions of the healthcare industry are generally assessed unfavorably, due to the stressful and serious nature of the experience. Poor communication, waiting times, and technical difficulties are driving legacy contact centers to extinction. The rapid adoption of cloud-based contact center solutions is giving the industry a chance to completely revamp the patient experience, leading to better healthcare and more efficient working conditions.
“The Patient Experience Revolution in Health Care report shines a spotlight on the challenges patients have navigating a complex health care journey, at a time when they are often most vulnerable and in need of proactive, synchronized communication and service” said Tiago Paiva, chief executive officer, Talkdesk. “This report clearly identifies PX as an essential component for delivering high-quality health care.”
Edited by Maurice Nagle