Throughout the global pandemic, healthcare organizations across the world have had to prepare their agents to work from home. And in addition to operational and logistics changes, contact centers in healthcare are also managing a historic rise call volume, demand for tele-health services, and remote resolutions to health-related questions, billing, and insurance – which has led to a increased in healthcare contact center traffic.
To effectively manage the rise in call, SMS, chat, and email traffic, healthcare organizations need tools that will streamline contact center data to help not only improve the customer experience but to effectively staff agents.
emite can help effectively manage a remote workforce by providing:
- Real-time operational and agent performance analytics
- Historical agent performance analytics
- Custom KPIs to pull in the data your team needs to analyze remote agent performance
- Sentiment analysis
- Automated Alerts