Use Case: Healthcare | US

Improving 24/7 Contact Center Performance for a Critical Hotline

This mid-sized US healthcare organization has been providing essential mental health and developmental disability services to its local community for over 50-years.

To better support both adults and children living with mental illness, substance use disorder, and intellectual or developmental disabilities, this organization provides a critical 24-hour helpline and access to 24/7/365 online support via chat and email.

In order to ensure that all patients are met with quality service at every step of the way, and to provide a standard of customer service that is consistent across multiple channels, it is imperative that the team in charge of the hotline and contact center operation have around-the-clock access to all contact center data – including online support channels.

This level of reporting is not only essential for delivering high quality customer service to patients and callers, but in providing the necessary real-time and historical data to help the leadership properly staff and train agents to handle highly sensitive calls.

The Backstory

Due to the nature and sensitivity of calls received, this healthcare organization is by no means a standard contact center.

In addition to serving a local community, their contact center serves as a 24-hour hotline service for the National Suicide Prevention Line. For this reason, there was a unique need to incorporate the ability to select multiple wrap-up codes to disposition, identify, and categorize those interactions that required critical attention appropriately.

The company initially approached Genesys with the need to report, tag, and track calls based on the content of the call. Often this is done via wrap-up codes, however due to the nature of the calls being handled, there is a need to tag a call with multiple wrap-up codes.

Unable to meet the reporting requirements on their own, Genesys brought in emite to help meet their unique demands and create a reporting solution that would check all the boxes in terms of real-time and historical reporting capabilities, mapping to specific KPIs, and also the ability to pull in multiple data sources into one single view. emite’s streamlined reporting would help the organization spend less time creating complicated reports and allow the client to focus on caller/patient care and agent training.

Working Together with Genesys

The Approach

Working closely with Genesys consultants, emite was identified as the single solution to facilitate custom reporting on multiple wrap-up codes. And through collaboration, Genesys enabled custom fields to use as sub-wrap-up codes (or secondary wrap-up codes) to enhance the context of the interactions.

emite was then able to capture these secondary wrap-up codes and allow for custom filtering by hotline and wrap-up code (+secondary code) to give them the enhanced visualizations that they needed.

emite’s ability to ingest and create custom filters and KPIs from custom data fields enabled the healthcare organization to access the data that was critical to making business decisions related to the contact center and ultimately, the high level of customization is what has led to the continued success of the hotline and online support services.

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The Results

Custom Dashboards

Together, emite and Genesys helped this healthcare organization design five custom dashboards based on their unique needs and KPIs, allowing for comprehensive reporting across multiple hotlines.

This included the 24-hour suicide prevention line as well as other internal departments.

Visibility Into Critical Reporting for Stakeholders

emite’s solution provided visibility into multiple wrap-up codes per interaction, providing the critical reporting required for internal and external stakeholders.

This includes the local and national government agencies that also now have a holistic view of call volumes with the real-time analytics.

Ability to Make Business-Critical Decisions

emite’s real-time and historical reports and access to comprehensive data immediately helped the organization make informed decisions related to the allocation of both resources and funding.

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