Beyond a shift in reimbursement models from fee for service to pay for performance, there is little consensus on what constitutes value in healthcare. Furthermore, value means different things to different healthcare stakeholders. For leadership, value revolves around certain metrics and deliverables (e.g., impacting the bottom line, reducing total cost of ownership, and meeting performance goals), while for clinicians, it is more about productivity (e.g., ensuring workflow optimization, reducing workload burden, and improving user experiences). For consumers, however, value equates to an ideal end state of absolute satisfaction that factors in multiple facets (e.g., cost, quality, access, safety, and experience). Contact centers have a vital role to play by serving as the entry (and reentry) point for consumers in their individual quests for value in healthcare.
This IDC white paper, sponsored by Salesforce, gives you an in-depth look at how a modern contact center sets the stage for more unified, empowering, and meaningful experiences in healthcare, including these important benefits:
- Better patient relationships and intimacy levels
- Improvements in operational and financial efficiencies
- Consistent branding and digital experiences
- Happier staff and fewer productivity burdens
- Identification of untapped value
Download the whitepaper to learn more.
