Enterprise Connect 2024 Schedule
Making Technology Fit the Customer Experience
Steve Leaden (Founder and President, Leaden Associates)
Frances Horner (Strategic Consultant, VoC Consulting Group)
Location: Osceola A
Date: Tuesday, March 26
Time: 2:00 pm - 2:45 pm
Pass Type: 3-Day Conference Pass, 4-Day Conference Pass - Get your pass now!
Session Type: Breakout Session
Vault Recording: TBD
- Enhancing IVR with common scripts and routes for all departments (prior to that many departments did their their "own" thing with no standards, SLAs, etc.)
- Adding callback to the Contact Center for patients as an option
- ROI justification for adding staff necessary to improve dramatically on SLAs
- Attracting other departments by showing significant improvements in patient response and reductions of abandoned calls to low single digits
- Adding WFM to improve on agent scheduling
- Using journey mapping to understand the end-to-end patient/customer experience and prioritize opportunities
- Considering AI near term to address initial calls and appointments and improve on PX