Trends in healthcare contact centers have significantly shifted in the past few years, especially after COVID-19. From face-to-face patient treatment and discussions with healthcare experts to online consultations, the process of availing healthcare services has transformed rapidly. Healthcare contact centers play a significant role in meeting emerging patients’ needs. Advanced applications, AI-powered tools, agent training, and streamlined workflows—all these elements together have brought a remarkable change in healthcare contact centers, improving both agents’ and patients’ experiences. With the enhancement at multiple levels in the industry
This write-up will showcase the five most impactful trends shaping the future of modern healthcare contact centers.
Trends Shaping the Future of Healthcare Contact Centers
The healthcare industry has constantly been transforming to build an advanced, convenient, and, most importantly, a healthier future globally. In today’s time, to meet the expectations of tech-savvy individuals, healthcare is embracing and accepting the following trends.
| 💡Download the Whitepaper | Empowering Patient Journeys with Modern Healthcare Contact Center |
Trend 1 – The Rise of Omnichannel Experience
In today’s world, patients prefer to connect with healthcare professionals through various mediums, such as calls, emails, chats, video conferencing, and social media. Healthcare contact centres focus on enabling customer support on various channels. However, understanding customer preferences and availability on these channels becomes complicated for healthcare experts as they cannot simultaneously offer assistance on each platform. Therefore, they look for seamless advanced integrations and omnichannel assistance.
Modern healthcare contact centres opt for advanced omnichannel support tools that integrate with CRM (Customer Relationship Management) and allow agents to understand the context of the conversation to offer personalized support on every channel.
| 💡Also Read | Bridge Disconnected Channels with an Omnichannel Customer Experience Management Software |
Trend 2 – Advances in Machine Learning
A traditional AI-based system would find it challenging to replicate the human ability to handle customers’ issues by understanding emotions. However, offering customer support based on emotions like frustration, enthusiasm, anger, confusion, etc., is essential for contextual and empathetic assistance. Therefore, advancements in machine learning are critical to bridging the gap.
Machine learning, powered by sentiment analysis, instantly addresses the challenges by processing tone, emotion, and context. It empowers agents to understand customers’ needs, personalize responses, and offer empathetic support. It improves customer satisfaction, boosts loyalty, and offers better outcomes.
Trend 3 – Adoption of Artificial Intelligence and Automation
AI and automation have become integral to the healthcare industry. These technologies have enhanced drug discovery, diagnosis, patient satisfaction, and team productivity. With automation and AI, agents can boost their performance and the patient experience.
In the healthcare contact centre, these technologies automate data capturing and management, streamline the patient details gathering process, offer real-time customer support, and more. Team members can automate their routine tasks and focus on other complicated issues requiring human intervention. These are some of the reasons why modern healthcare organizations must adopt AI and automation.
Trend 4 – Embracing Integrated Telehealth and Remote Monitoring Solutions
The need for telehealth solutions has increased notably after the pandemic. The Fortune Business Insights report predicts that ” as patients look for more convenient ways to access healthcare support, the global telehealth market will increase, expected to be worth more than $791.04 billion by 2032.”
These solutions allow companies to offer unmatched patient care. For example, it has become easy for patients to access healthcare services online through videoconferencing. This face-to-face interaction option increases the accessibility of appointments for patients who can’t visit clinics. Furthermore, the rise of wearable solutions and IoT devices is simplifying remote diagnosis and shaping the future of healthcare contact centers.
Trend 5 – Expanding Integration with Third-party Applications
Nowadays, healthcare contact centers are looking for seamless integration with telephony systems and business applications like CRMs, ticketing software, and ERP tools through a Smart CTI Connector. This integration transforms the customer support journey by offering a unified view of patient interactions and details that help provide efficient and personalized interaction experiences.
Healthcare contact center integration has significant functionalities that improve customer support and business growth, such as efficient and streamlined workflow, enhanced collaboration, scalability, flexibility, and more.
Conclusion
Trends are transforming the functioning of healthcare contact centers and shaping a bright future. Leveraging advanced technologies by prioritizing customer satisfaction and ethical standards improves overall business growth and customer satisfaction. Therefore, healthcare organizations should follow these trends to stay ahead in this competitive landscape. While implementing these trends, it is essential to consider relying on the leading Contact Center Integration Platform like NovelVox. The experts understand the industry demand and business needs and offer curated solutions that elevate business growth. Get in touch with the team to learn more about the offerings.
