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Contact Center Digital Transformation in the Healthcare Industry: A Customer Perspective, Global, 2023 to 2024

  • Report

  • 58 Pages
  • April 2023
  • Region: Global
  • Frost & Sullivan
  • ID: 5799249

Employee Engagement is the Top Corporate Objective

Patients are consumers and expect excellent customer service for every product and service they buy. Patients invest in their health and set self-care management goals and play an active role in attaining health services. Improving a patient’s experience with digital solutions that give them more power is becoming the norm. These solutions include wearable devices that track a patient’s health and health-related databases that provide preventative practices, healing techniques, and post-care information.

Healthcare providers increasingly look at non-clinical factors to enhance the patient experience. Hospitals drive patient satisfaction by understanding individual needs and improving communications to deliver holistic patient care.

A massive amount of data is available today to help providers deliver personalized patient care based on demographics, genetics, and other factors that improve patient outcomes. Healthcare providers are investing in tools to analyze and operationalize data to personalize the patient experience, while still maintaining safety, security, and privacy.

Cost pressures and resource constraints are perpetual issues for the healthcare industry, which is why AI and analytics are playing a significant role in predicting problems and simulating process improvement. Connecting these solutions with big data will allow providers to monitor patients better and predict medical conditions and outcomes.

The primary goals of this research are to:

  • Uncover IT challenges faced by healthcare contact center organizations today.
  • Monitor the status of digital transformation in contact center organizations.
  • Assess the current and future use of contact center solutions.
  • Evaluate factors that drive investments in contact center solutions.
  • Gauge market and technology trends.
  • Appraise available IT budgets.

The publisher’s approach to achieving these goals:

  • Conduct an online customer survey of leaders involved in purchasing contact center solutions.
  • Have in-depth discussions with thought leaders in contact center organizations through Customer Experience (CX) Client
  • Council, Healthcare Industry Research Practice, Contact Center MindXchanges, Webinars, and Virtual Think Tanks.
  • Continuous conversations with key contact center solutions providers around the globe.

Contact center organizations in the healthcare industry are prioritizing employees in 2023, particularly after the COVID-19 pandemic wreaked havoc on employee burnout and staffing levels. They are becoming more data-centric to personalize patient care and improve patient outcomes. This study explores how contact centers are engaging agents to attract the best talent and reduce attrition as hybrid and work-from-home models continue to grow.

Table of Contents

1 Summary of Key Findings
2 Strategic Objectives and Analytics Approach
  • Strategic Objectives of this Study
3 Healthcare Industry Priorities
  • State of the Healthcare Industry
  • Quadruple Aim of Healthcare Providers
  • CX Strategic Priorities in Healthcare, Global, 2023
4 Healthcare IT Decision-Maker Survey Research Methodology
  • Research Methodology & Respondent Profile
  • Investments in Applications Explored
5 Contact Center Goals
  • Attracting and Retaining Talent is a Top Goal
  • Improving Self-Service Capabilities is a Top CX Priority
6 Investment Plans 2023 to 2024
  • Most Healthcare Organizations will Increase Investments in Contact Center Solutions in 2023
  • Voice Reigns While Virtual Agents Grow
  • As Organizations Aim to Provide Holistic Patient Care - Customer Journey Analytics are a High Priority
  • Top AI Technologies Acquired to Tackle Rising Costs and Network Security
  • IT Departments Opt for Solutions that are Easy-to-Implement, Manage, and Use
  • Proven Return on Investment (ROI) Compels Healthcare Providers to Overhaul the Entire Contact Center
7 Agent Engagement Strategies
  • Attrition Higher in Sectors that Require Agents to Have More Knowledge/Skills
  • How Organizations will Keep Employees on Board - Flexible Locations is No Longer a Top Initiative
8 Channel Trends and Customer Satisfaction
  • The Healthcare Industry Fares Well with Live Chat Sessions as Compared to Other Industries
  • Channel Dynamics - Last 12 Months
  • Patients are Frustrated with Agent Discontent and Lack of Personalized Care
  • AI-Infused Contact Center Technologies Needed to Improve Live Chat Interactions
  • Lack of Personalization in the Email Channel Can be a Significant Challenge for Healthcare Organizations
  • Cost of Implementation is a Hurdle to Delivering Omnichannel Customer Experiences
  • Considerable Growth in the Use of Virtual Agents
9 Unmet Needs Drive Trends in Healthcare CX
  • Unmet Needs Driving Trends in Healthcare
  • Patient-First Philosophy - Delivering Excellent Customer Care is Critical for Healthcare Organizations
  • Improving Collaboration has Become a Top Healthcare Priority
  • Work-from-Home (WFH) Model will Continue to Exist and Thrive
  • Employee Satisfaction is a Top Priority
  • Proactive Outreach is a Competitive Advantage
10 Companies to Action
  • Independent Health Delivers on Member-First Philosophy with Omnichannel Capabilities
  • AmeriHealth Leverages Agent-Assist to Improve Employee Performance and Experience
  • Health Claims Management (HCM) Invests in Agent Optimization
  • Leading Provider of Integrated Healthcare Products in the U.S. Deploys Analytics
  • Leading Global Provider of Medical Devices Improves Quality with Automation
11 Appendix
  • Growth Opportunities Fuel the Growth Pipeline Engine™
  • Why is it Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • List of Exhibits
  • Legal Disclaimer

Companies Mentioned (Partial List)

A selection of companies mentioned in this report includes, but is not limited to:

  • AmeriHealth
  • Health Claims Management (HCM)
  • Independent Health