December 1, 2021 | 1pm – 2pm EST [Virtual]

The last 18-months have turned patient services in healthcare on its head.  An overnight shift to work from home, crushes of calls from patients and their families, ever increasing patient demand, and evolving business models are changing the face of patient interactions and creating a new landscape for healthcare providers where quality customer service and a focus on the customer experience are taking center stage.

During this panel, we will hear a brief state of the industry and learn about contact center industry trends from our guest speaker, Forrester Principal Analyst Max Ball. 

Attendees will also learn:

• How work from home pushed Patient and Customer Services to the cloud
• The power of treating patients as customers with personalized, pro-active interactions
• How new cloud-based tools simplify the agent experience, allowing them to focus on customers and to become true “empathy agents”
• How data can take center stage in evolving the patient experience to a positive customer experience
• Examples of healthcare providers who are changing their approach to their customer experiences

During this event, attendees will have the opportunity to ask our panelists questions.