Contact centers for healthcare and COVID-19

Dublin, November 26, 2021 (GLOBE NEWSWIRE) – The “Impact of COVID-19 on Healthcare Contact Centers” report has been added to offer.

The healthcare sector has been hit hard by the pandemic as it tackles the most difficult challenges around the world: slowing the virus, managing hospital capacity, ensuring the safety of its staff and ensuring privacy and patient confidentiality. Contact centers were busy far beyond their capacity, pushing organizations of all sizes to accelerate investments in self-service channels and the cloud.

The publisher interviewed healthcare decision makers to find out the effect COVID-19 has had on its customers’ operations. Not surprisingly, the pandemic has had a significant impact on contact centers. The main results of the investigation revealed:

  • The traditional pain points of contact centers (such as being seen as cost centers or functioning as silos) have lost their importance as healthcare facilities have been forced to change to cope with the exponential growth of communications with people. the patients.
  • The biggest challenges changed overnight as millions of agents were moved to work from home (WAHA) and ensured the stability, reliability and security of network operations; training of agents / supervisors on new applications; persuading customers to use new channels of interaction has become a major concern.
  • Healthcare organizations weren’t afraid to migrate to the cloud or use new technologies facilitated by cloud deployments.

Interviewees included IT decision-makers from hospitals, clinics, health systems, pharmacies, health services, and physiotherapy organizations. He’s exploring their plans to improve CX expectations as the world recovers from the pandemic.

Voice interactions for healthcare providers increased in 2020. However, other channels such as social / messaging apps have grown in importance as the pandemic has put pressure on healthcare providers to do so. they are constantly updating the information. Providers must improve the level of customer satisfaction (CSAT); social channels were at the back of the pack when it came to delivering a high CSAT. Proactive customer service is also a top priority and essential for healthcare organizations to survive as costs skyrocket. Patients want, and now have, much more control over the management of their health, and if providers proactively help them with the tools they need to stay healthy, they are more likely to thrive.

For most organizations, moving people to a WAHA model has not had a negative impact on productivity. Instead, more than half of them said productivity has improved. As a result, approximately 75% of organizations will maintain or increase the number of remote agents on staff during the pandemic.

A top priority is to improve the employee experience. Ways to improve agent retention include acquiring new Workforce Management (WFM) tools with flexible scheduling / preference management, agent empowerment and management training.

The integration of unified communication / collaboration is essential for many healthcare organizations, primarily for improving the customer journey and employee experience, as well as agent engagement. The fact that respondents are using collaboration tools to integrate other departments is a perfect reflection of the rapid shift to a WAHA model.

Channels covered:

  • Voice
  • Email / Web Form
  • Social media messaging apps
  • Social media apps
  • Mobile app
  • SMS
  • Chat with agents live
  • Virtual agents
  • Video chat
  • Videophone / Kiosk
  • IVR

Covered technologies:

  • Conversational AI and virtual assistants / bots
  • Quality monitoring
  • Collaboration tools
  • Performance management
  • Flexible APIs / CPaaS
  • Online training for agents
  • Proactive customer service
  • Gamification
  • Augmented reality

This study is valuable for solution providers to better understand what each industry is looking to provide with excellent CX, and for healthcare organizations to benchmark against the competition and other industries.

Main topics covered:

1. Research objectives and methodology

2. Executive summary

3. Main conclusions

4. Survey Results – Objectives and Challenges

  • Investment plans
  • Factors preventing contact centers from meeting or exceeding goals and objectives
  • Technology investment plans to improve contact center performance and workforce engagement
  • Top COVID-19 Issues / Concerns on Contact Center Operations

5. Survey Results – Agent Trends

  • Trend in agent seats
  • Percentage of agents moved to WAHA due to COVID-19 – MEDIUM
  • Has the performance of the remote agent improved, deteriorated, or stayed about the same since WAHA?
  • How Organizations Improve Agent Retention Rates

6. Survey Results – Interaction Trends

  • Trends in total interactions
  • Percentage of interactions by channel type
  • Channels that have become a higher priority due to COVID-19
  • Impact of COVID-19 on voice interactions
  • Impact of COVID-19 on interactions of virtual agents

7. Survey results – Customer satisfaction indicators

  • How organizations measure customer satisfaction
  • Channels with the best CSAT scores
  • Have CSAT scores improved or deteriorated during the pandemic?

8. Survey Results – Unified Communications / Collaboration Integration (UCC)

  • Importance of integrating unified communications (UC) and contact center (CC) tools
  • Percentage of respondents who integrate UCC and CC solutions
  • Main benefits of UC and CC integration

9. Survey results – Omnichannel

  • Current level of channel integration
  • Factors preventing organizations from delivering a fully integrated omnichannel experience
  • Survey Results – Hosted / Cloud
  • Using the hosted / cloud contact center solution
  • Cloud capabilities
  • CPaaS advantages

10. Growth opportunities in health care

  • Healthcare investment priorities, global, 2021
  • Quadruple target for healthcare providers, global, 2021
  • Trends, opportunities and unmet needs
  • Patient First Philosophy – Providing excellent customer service is essential for healthcare organizations
  • Patient First – Using AI, Telemedicine and Biotelemetry
  • The move to the cloud will accelerate innovation and improve CSAT for healthcare providers
  • Improving collaboration has become a top priority in healthcare
  • The WAHA model will continue to exist
  • Employee satisfaction is a top priority
  • Proactive awareness is a competitive advantage

11. Profile of the contact center survey respondent

  • Respondent Profile – Level of Decision-Making Power
  • Respondent Profile – Percentage of Respondents by Contact Center Size
  • Respondent profile – Percentage of respondents by country
  • Business functions supported by the respondent’s contact center (s)

For more information on this report, visit

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