Becoming value drivers: Top systems' strategies for transforming the contact center

Thursday, July 18th, 2024 | 11:00 AM - 12:00 PM CT

The call center has long been a cost center for health systems, with leaders pursuing strategies to maximize efficiency and deflect as many calls and chats as possible. 

But economic shifts, rising consumer expectations and advances in artificial intelligence are pushing leaders ― including those at Hollywood, Fla.-based Memorial Healthcare System ― to rethink that strategy.

In this live session, you'll hear from technology leaders at Memorial Healthcare System and other leading organizations, who will share how they've shifted cost centers to value drivers. They'll discuss how AI and upskilling can transform contact center agents into members of the care team, driving outcomes for the business and patients.

Learning points:
  • The roadmap and key strategies that helped health systems transform their contact centers
  • How contact centers impact the patient journey today, and how it must change
  • Considerations and requirements for deploying patient-facing AI responsibly

Presenters:

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Patty Hayward

GM of Healthcare at Talkdesk

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Jeff Sturman

SVP and Chief Digital Officer of Memorial Healthcare System