“Train up” agents to the level of your highest performers. AI/ML can be used to raise the quality of support provided by all agents across the contact center by learning the techniques of top performers and standardizing them for training and during agent interactions with patients and members. This also enables healthcare organizations to provide agents with continuous training and feedback.
Effective healthcare involves far more than clinical work; it requires providing care throughout the entire patient journey. Contact center support agents are a critical link in this chain of care. A modern, intelligent cloud-based contact center gives healthcare organizations a powerful technology platform that improves agent performance and can reduce burnout and attrition by allowing agents to focus on helping people.
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About the author: Patty Hayward is the vice president of industry strategy for healthcare and life sciences at Talkdesk.
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