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

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

Employee Engagement is the Top Corporate Objective

RELEASE DATE
28-Apr-2023
REGION
Global
Deliverable Type
Customer Research
Research Code: K8A8-01-00-00-00
SKU: IT04695-GL-CR_27611
AvailableYesPDF Download
$4,950.00
In stock
SKU
IT04695-GL-CR_27611
$4,950.00
DownloadLink
ENQUIRE NOW

Description

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.

Frost & Sullivan’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 Frost & Sullivan’s 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.

Author: Alpa Shah

Table of Contents

Summary of Key Findings

Strategic Objectives of this Study

State of the Healthcare Industry

Quadruple Aim of Healthcare Providers

CX Strategic Priorities in Healthcare, Global, 2023

Research Methodology & Respondent Profile

Investments in Applications Explored

Attracting and Retaining Talent is a Top Goal

Improving Self-Service Capabilities is a Top CX Priority

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

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

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

Unmet Needs Driving Trends in Healthcare

Patient-First Philosophy—Delivering Excellent Customer Care is Critical for Healthcare Organizations

Patient-First Philosophy—Delivering Excellent Customer Care is Critical for Healthcare Organizations (continued)

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

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

Growth Opportunities Fuel the Growth Pipeline Engine™

Why is it Increasingly Difficult to Grow?

The Strategic Imperative 8™

List of Exhibits

List of Exhibits (continued)

Legal Disclaimer

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. Frost & Sullivan’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 Frost & Sullivan’s 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. Author: Alpa Shah
More Information
Deliverable Type Customer Research
Author Alpa Shah
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 Contact Center Digital Transformation
Keyword 2 Digital Transformation For Healthcare In 2023
Keyword 3 Digital Health
Podcast No
WIP Number K8A8-01-00-00-00