Contact Center Analytics for the Healthcare Industry
Operation intelligence and insights every healthcare organization can benefit from.
Operation intelligence and insights every healthcare organization can benefit from.
eMite delivers valuable insights assisting healthcare organizations improve customer experience (CX) and workforce management
eMite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. eMite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.
Contact center success relies on accurate operational planning and agent staffing, because the best way to handle spikes in call volume is to anticipate them and plan accordingly.
eMite gives contact center managers access to both real-time and historical insights that help analyze important contact center KPIs and data such Net Promoter Scores, first call resolution, and call volume data so your healthcare company can schedule agents with the right skills to be available during peak times.
Contact centers in the healthcare industry can be incredibly complex and the ability to manage operational efficiency, agent management, and provide the best customer experience possible requires a lot of technology and endless amounts of data. eMite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.
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:
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