Welcome to the healthcare contact center roundtable group! This group is designed to be a peer group for leaders in the contact center within healthcare organizations. Each meeting will have open discussions on pressing and emerging issues within the healthcare contact center where peers can openly share and offer suggestions and advice to support each other. Each meeting agenda will be set by the group members and facilitated by the group’s board.
Wednesday, July 21, 2021
12:30-1:00 – Welcome and Introductions
Introduction to the group and how it will operate. Individual introductions for all those in the meeting.
1:00 – 2:00 – KPIs in the Contact Center discussion
Discussion will include KPI baselines, best things to measure, struggles, abandonment rates, struggle with providing data for leadership.
2:00-3:00 – Managing contact center staff with work at home initiatives discussion
3:00-3:30 – Discuss topics for next group meeting
Healthcare Contact Center Board of Directors
Kay LaBarge, ThedaCare
Candace Condon, Aurora
Tony Houng, Riverside Medical
Jake Beyer, EDCi
Paula Rohm, EDCi