FEATURE
WHERE DOES CADUCEUSHEALTH GO FROM HERE?
A: We are expanding our use of workforce analytics company-wide, driving operational excellence across all 50-plus departments.
We are also planning to refine our remote productivity model continuously, focusing heavily on enhancing employee training and skill development, and leveraging analytics to optimize workforce management further.
Finally, we are also working on a progression plan to internally promote and retain skilled employees, leveraging their refined productivity practices and cultural alignment.
WHAT ARE YOUR BEST PRACTICE RECOMMENDATIONS TO OTHER SIMILAR HEALTHCARE CONTACT CENTERS?
A: When implementing QA technology or processes, we recommend clearly articulating employee expectations, maintaining high transparency, and sharing the results of the data collected.
To drive culture change, it ' s got to be a numbers-driven culture. This data provides a clear north star for what an organization is trying to achieve and then allows tracking against this stated goal. To build a culture of excellence, this approach has to start with company-wide leadership buy-in.
We also note that when using workforce analytics data, it’ s not about micromanaging or calling out a few hours here or there. That’ s not a focus. It’ s about spotting patterns of inefficient processes at a more macro level and then providing the necessary support or training to instill best practices.
Finally, the expectation of exactly how we service our clients’ calls needs to be there, the training needs to be there, and then in terms of how you are going to be graded.
It ties exactly back to how you ' ve trained agents. You have to make sure, as an organization, that you ' re driving that expectation clearly in terms of want and making sure that everything ' s in that secret source to blend it all together.
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
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