To create successful, individualized marketing campaigns, organizations need to deliver premium content experiences to a segment of One. These consumer experiences must also be optimized in real-time based on the actions and preferences tied to that customer’s unique identity. This not only applies to the visual and written content health systems distribute online – it also pertains to the contact center.
The healthcare contact center is the front door to the overall patient experience: It’s the only channel that provides an immediate personal connection between the consumer and the health system outside of appointments or in-person visits. A contact center equipped with CRM capabilities (an Engagement Center) allows agents to provide convenient services that support marketing and business development initiatives, streamline the overall workflow, and improve patient engagement and satisfaction.
As organizations across all industries continuously innovate and adapt to a new set of customer expectations, healthcare marketers must follow suit with an omnichannel, harmonized approach – one in which data is used to identify who is calling, why they’re calling, and to help determine the appropriate next steps.
For even more information, watch our webinar: Marketing and the Call Center: Orchestrating a Harmonized Customer Experience.