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We know that regular checkups are in important part of taking care of our physical health. We also check in with our financial advisor and do periodic oil changes on our car.
In the same manner it's wise to have seasonal checkups with your medical answering service to make sure they're ready to serve you and your patients in the best possible way. As summer ends and we move into fall, now is a great time to schedule a checkup with your answering service.
Here are some things to consider
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Over time employees come and go. Healthcare providers join your practice or clinic, while support staff may arrive and depart on a regular basis. With all that's involved in onboarding new members to your team, as well as saying goodbye, it's a lot of details to keep track of.
In addition to changes in staffing, a related issue is changes in roles. Employees may take on new assignments or move into new positions, with new responsibilities.
Letting your answering service know about these changes often gets overlooked, but they need up-to-date information to properly handle your calls and represent you appropriately to your patients.
Review your employee roster and their duties with your answering service to help them better help you and your patients. Don't leave your answering service in the dark.
Update Contact Information
Another thing that changes is contact information. Employees may get a new home phone or cell number. Perhaps alternate forms of contact have changed. An answering service that doesn't have the right information or accurate numbers to reach your staff will encounter roadblocks as they work for you.
As you review your employee list with your answering service, doublecheck all contact information that they have to make sure it's current.
Key Practice Details
Did you change your hours? Did your office move or add a location? Check to make sure your answering service knows. Too often no one communicates this to your answering service, and they're still giving patients your old information. Also look at what your answering service has listed for alternate phone numbers for your office, as well as your main email address, fax number, and private line.
New Call-Handling Protocols
In the ever-changing healthcare environment, our processes must adapt with it, striving to best respond to evolving conditions and expectations. Make sure your medical answering service knows about your preferred call-handling protocols. If they're operating under old instructions that no longer apply, it will be hard for them to do the job you want them to.
This includes defining what constitutes an urgent call, what's referred to the ER, and what can wait for the office in the morning. Related to this is on-call procedures. Is your answering service operating under your current expectations? You can avoid a lot of frustration for yourself, your staff, and your answering service when you verify that the instructions you once gave them are still what you want them to follow.
Conclusion
Now is a great time to schedule a checkup with your medical answering service to make sure they're aware of staff changes and how to reach them, know the correct information about your practice, and have up-to-date instructions on how you want your calls handled.
Don't wait for a problem to occur to prod you to review the information and instructions your answering service has. If you and they are operating under different parameters, frustration will result. And no one wants that.
Now is a great time for a checkup with your medical answering service.
Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API M... (read more)Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API Management and Microservices Human Capital Management Identity & Access Management Application Development Enterprise Cloud Data Management & Analytics
AmplifAI Performance Acceleration for Sales & Service AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
Aspect CXP Pro Aspect CXP Pro is a feature-rich, cost-efficient software suite that pairs Aspect's powerful application lifecycle management platform, Aspect CXP, with its enterprise-class IVR platform, Aspect Prophecy—for a complete toolset that empowers enterprises to easily design, implement, deploy and manage IVR and digital self-service applications across multiple customer channels. With its easy-to-use web-based Business User Interface, even non-technical staff can quickly implement changes, roll out updates, monitor usage and maintain the entire array of self-service applications for voice/IVR, mobile web, messenger apps and SMS.
Contact Center Observation Services Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa... (read more)Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer satisfaction with your products, services, and contact center interactions.
One-To-One Coaching and Onsite Training - Our contact center coaching and training programs focus on customer service skills training and specific quality issues identified for improvement.
BravaTrak BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by: - Providing you with a customer experience coaching framework - Turning your managers into High-Performance Coaches - Giving you real-time visibility of your managers’ coaching activity
We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
INBOX INBOX: A place for every digital interaction!
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.
Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.
Calabrio ONE Workforce Optimization Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Outsourced Contact Center Services, Contact Center Consultancy Services We offer a wide range of inbound and outbound services including; -Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.
CFront for Digital Communication Channels CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe... (read more)CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
Consilium UniRSM™ Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access. Has your contact center moved to Cisco Jabber softphones for agents,... (read more)Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access. Has your contact center moved to Cisco Jabber softphones for agents, moved to the Cisco Remote Agent over Broadband approach, or using a Cisco Unified Communications Mobile and Remote Access deployment (MRA), or perhaps enabled agents to use their mobile phones for the voice endpoint using Cisco Unified Mobile Agent (CUMA)? Consilium UniRSM™ has a real-time monitoring solution for all contact center deployment models, and works with Cisco UCCE, PCCE, HCS-CC, UCCX and even for CUCM-only collaboration environments. Apart from an IVR dial-in method, UniRSM™ also has a mobile and desktop-based WebViewer version. UniRSM™ is the preferred choice of contact centers globally who are seeking real-time monitoring and coaching functionality as a migration option for the end-of-sale Cisco Remote Silent Monitoring (RSM) product. The new UniRSM™ architecture achieves this with endpoint-based monitoring where built-in-bridge (BiB) is supported by the agent’s voice endpoint for silent monitoring, or with trunk-side monitoring where SIPREC is used for duplication of media at the Cisco CUBE (the latter applying for monitoring agents without BiB or when silent monitoring is not supported, such as when using Jabber over MRA.) Continuous improvement is only possible with effort, so monitoring and coaching are not really a nice-to-have, but a must-have. Call monitoring helps contact centers improve by helping new and struggling agents become better, and turning good agents into great agents. The agents improve, the contact center excels, the company grows, and customers see visible results and become net promoters. With UniRSM™, everyone wins.
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
V-Person™ Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),... (read more)Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP), human curation of content, AI and machine comprehension for continuous improvement and reliability of our solutions. We offer flexible integration options and unlimited customisation by channel, product, business unit, user profile and device. We also provide options for hosting on-premise, in the cloud and in a private cloud.
Our experienced team provides consultation sessions to build a business case, develop a conversational AI strategy and improve existing chatbot projects. The team delivers best practice expertise and guidance on implementation, ongoing development and optimisation to enable long-term success. Options are available for a managed service, to manage the solution in-house and for a combined approach.
CROSSCRM.CX Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights. The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add... (read more)Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights. The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by adding a Learning Management System dedicated to agents and call center teams.
Our Modules are CRM Dataviz, Cross-Mining, Listener QM, Listener Survey and Listener LMS.
Engage To Influence Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.
By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.
Our solutions include:
• Contact Cen... (read more)Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.
By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.
Our solutions include:
• Contact Centre as a Service (CCaaS) • Customer feedback software • Customer journey mapping • Telephony & IVR • Live chat • SMS • Email • Social media monitoring • Dynamic FAQs • Real-time and post-call text analytics . Our solutions in more detail
Customer feedback
Our customer feedback software solutions include multi-channel surveys, post-call IVR surveys, live wallboards, text analytics, SMS & digital feedback campaigns.
Customer journey mapping
Customer journey mapping looks at the entire customer journey, from the first customer interaction to the last. A detailed audit of the customer journey, using our Engage to Influence™ methodology, alongside our customer feedback audit and post-call analytics tool, will pin-point where and how we can make changes to improve customer contact and engagement.
Telephony & IVR
Telephony, touch tone and Natural Language IVR services include journey audits and re-design, scripting, automation, tone of voice and professional audio recording.
Customer experience technology
Our CCaaS is a true omnichannel contact management system across voice, email, chat, SMS and social media channel that delivers a single view of how the customer communicates.
Real-time and post-call analytics
Rael-time and post-call analytics analyses every voice call in detail, breaking every word and sound down into thousands of markers, delivering detailed and accurate business insight as it’s happening. Using our real-time and post-call analytics solution we can quickly and very accurately analyse thousands of calls to uncover patterns of behaviours, customer sentiment and the true reason for their call. This in turn enables you to achieve operational objectives, makes your more compliant and helps you sell more.
Professional audio & music services
We offer a range of professional, multi-lingual voice and music services for phone, IVR and on-hold, as well as background music in restaurants, shops and other customer environments
Eckoh Experience Portal Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
eGain Virtual Assistant™ eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca... (read more)eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly escalate, with context, to agent-assisted channels and take back the chat, if needed. The eGain Virtual Assistant provides the frontline support so your customer service staff can concentrate on more complex tasks.
Contact Center Outsourcing Frontline provides customer care, technical support, and patient engagement through outsourced service agents for 10 core industries on behalf of over 100 different brands. We understand that you have the same pride in your business that we have in our own. For this reason, we approach client relationships as a partnership, acting as an extension of your vision and team. Support is measured biannually to make sure that our CSAT and NPS scores stay above industry standards. We are always open to supporting new genres when the fit is right.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
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