POLY HELPS EMPOWER CONTACT CENTER WORKERS

| November 11, 2019

It’s a well-documented trend that the rise of digital channels such as webchat, apps, FAQs, etc., has led to a change in the way contact centers handle interactions. The routine, “easy” interactions are now handled by self-service channels. Deflecting these low-value interactions has enabled contact centers to improve productivity and efficiency. But if easy interactions are handled on self-service, then the calls that reach agents are becoming harder and more complex, and they’re likely to be problems not expected or encountered before. Customers also expect the resolutions or answers to be provided very quickly. If this doesn’t happen, an escalation to another channel happens swiftly. In fact, recent research indicates that over half (55%) of these self-service instances eventually escalate to voice interactions with contact center agents.
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Optimum Healthcare IT

Optimum Healthcare IT is a Best in KLAS healthcare IT consulting services company based in Jacksonville Beach, Florida. Optimum Healthcare IT provides world-class consulting services in advisory, EHR implementation, training and activation, Community Connect, analytics, security, laboratory, ERP, and managed services – supporting our client’s needs through the continuum of care. Our excellence in service is driven by a leadership team with more than 100 years of experience in providing expert healthcare staffing and consulting solutions to all types of organizations.

Spotlight

Optimum Healthcare IT

Optimum Healthcare IT is a Best in KLAS healthcare IT consulting services company based in Jacksonville Beach, Florida. Optimum Healthcare IT provides world-class consulting services in advisory, EHR implementation, training and activation, Community Connect, analytics, security, laboratory, ERP, and managed services – supporting our client’s needs through the continuum of care. Our excellence in service is driven by a leadership team with more than 100 years of experience in providing expert healthcare staffing and consulting solutions to all types of organizations.

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