On-the-Fly Personalized Experiences: How Penn Medicine Transformed the Call Center Experience

Thursday, April 26th, 2018 | 12:00 PM - 1:00 PM CST

The phone call is frequently overlooked and an undervalued step in interacting with patients.

The customer experience encompasses all interactions within their healthcare journey, not just the touchpoints that they have within the four walls of a hospital.An effective call center requires a partnership between marketing and operations to track where an individual is in their healthcare journey to provide on-the-fly, personalized interactions. With the actionable intelligence from HCRM-enabled call center technology, call center agents have the information, alerts and scripting that make them a critical piece of strategic high-touch communications.

Tanya Andreadis, Associate Chief Marketing Officer at Penn Medicine, will outline how they bridged the gap between marketing and operations to optimize the call center experience. During this webinar, she will walk-through their journey to transform their call center into a customer engagement engine.

Attendees of this webinar will learn:

  • How whisper campaigns provide necessary insights to call center agents on why the patient is calling
  • Best practices for transforming your traditional call center
  • The value of selecting call center technology that is CRM-enabled
  • Lessons learned from collaborating on a vision for an improved patient experience through a marketing-operations partnership