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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

In this session, learn how a major healthcare provider took a holistic look at its entire process for patient appointments, cancellations, no shows etc., and created an executive plan to improve on the entire patient experience process, including contact center and clinical initiatives. A pair of consultants who helped lead the project will discuss in detail technology and processes including:

  • 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