On-the-fly personalized experiences: How Penn Medicine transformed the call center experience

A customer's experience with their provider's call center is one of the most undervalued steps in the patient journey. While many organizations may overlook this vital aspect of patient interaction, there are concrete steps they can take to improve the call center experience to help boost overall patient satisfaction.

During an upcoming webinar sponsored by Evariant and hosted by Becker's Hospital Review, Tanya Andreadis, associate chief marketing officer of Philadelphia-based Penn Medicine, will share insights she's gained while helping her system bridge the gap between the marketing and operations departments to optimize the call center experience.

Call centers can transform into customer engagement engines through utilizing methods Ms. Andreadis will share, including how whisper campaigns provide necessary insights for call center agents about a patient's reasons for calling and the value of CRM-enabled technology.

Tune in April 26 from 12 p.m. to 1 p.m. CT to learn how your organization can benefit from the valuable call center lessons discussed during the webinar. To learn more and register, click here.

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