When it comes to customer service, consumer expectations are higher than ever. And, it’s no surprise with companies like Amazon and Zappos offering extremely personalized service. There’s a need for ease and efficiency among consumers, and this applies as much to when someone calls their healthcare provider as it does to purchasing a product online. The question is, are call centers keeping pace? I recently caught up with Jeff and Scott, CPM’s call center experts, to talk about how hospital call centers must transform to keep up.
What does the changing healthcare consumer look like?
Jeff Herman, Product Manager of Call Center and ICRM: Consumers now have the resources they need to research their own risks and educate themselves on the available services and providers. When they communicate with an organization, they expect that organization to quickly and effectively understand and meet their needs.