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News : NHS Trust Boosts Productivity With Spok's Contact Centre Solution
London, Sept 9, 2014 -- Spok, Inc. announces that North Bristol NHS Trust has simplified communications and improved operator efficiency with the Spok(R) Healthcare Console solution. The United Kingdom-based NHS trust utilises the operator console around the clock to connect callers and launch emergency communications that improve staff response times to critical patient situations.
"The IT Switchboard Service Team at North Bristol NHS Trust was moving to a new state-of-the-art facility, and we knew it was time for a more advanced contact centre solution," said Rhian Bidlake-Corser, IT project manager, North Bristol NHS Trust. "We selected Spok’s solution because it enables operators to handle rising call volumes while providing high-quality service to internal and external callers."
Operators at North Bristol NHS Trust support multiple sites from one call centre location with Spok’s operator console solution. "In addition to directory look-ups, operators can quickly contact staff and transfer calls, which has improved their service level performance," said Bidlake-Corser. "We are also working with Spok towards a single on-call rota system to enable us to contact the correct caregivers at all times."
"NHS hospitals continue to see increased pressure to improve staff efficiency," said Steven Armstrong, Spok regional vice president – EMEA. "We’re very pleased to be working with North Bristol NHS Trust in their mission to provide exemplary care—starting by simplifying contact centre communications."
Posted by Veronica Silva Cusi, news correspondent
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Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. SPOK, -0.88% is proud to be a leader in critical communications for healthcare, government, public safety, and other industries. We deliver smart, reliable solutions to help protect the health, well-being, and safety of people around the globe. More than 125,000 organisations worldwide rely on Spok for workflow improvement, secure texting, paging services, contact centre optimisation, and public safety response.
Published: Wednesday, September 10, 2014