Boosting Skills of Healthcare Contact Centre Agents is Key to Improving Patient Experiences and Outcomes, According to New Research from Calabrio
‘State of the Contact Centre Report’ Reveals Only 34% of Managers Believe Agents Have Skills Required to Succeed
Calabrio has today published new research underlining the need for healthcare contact centres to improve staff skills to deliver better patient experiences. The findings of Calabrio’s ‘State of the Contact Center 2023: Activating the Agent of the Future’ report reveal only 34% of healthcare contact centre managers believe their agents are fully equipped with the skills needed to succeed today, with just 3% expressing full confidence in the ability of agents to develop the required capabilities.
With 100% of managers identifying engagement as a vital capability for the future, there is an urgent need to improve skills such as adaptability, empathy and emotional intelligence – cited as most lacking among staff during stressful situations by nearly a third of managers. In this context, the research reveals the importance of providing increased training opportunities, with 59% of managers agreeing this is the optimum approach for improving agent performance.
The research also highlights key areas where emerging technologies like AI can supplement human capabilities. For instance, optimising forecasting, analysing soft skills and guiding agents in real-time are ranked among the top applications for AI.
Additionally, 48% of respondents believe healthcare contact centres will be hybrid going forward, with the approach already making a positive impact within healthcare contact centres. For instance, nearly two-thirds (64%) of managers agree that it enables them to hire qualified candidates.
Ed Creasey, Global Head of Pre-Sales at Calabrio, said,
“Exceptional patient experiences are mission-critical for healthcare providers because they drive better outcomes, loyalty and brand reputation,”
“This research provides a blueprint for contact centres to assess their capabilities and invest in upskilling staff skills, the role of new technologies and the importance of implementing new ways of working to continually enhance how they serve patients.”
To download a full copy of the research report from Calabrio Click Here
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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