How Scripps Health Delivers Customer-Centric Experiences with Proactive Call Centers

 

Scripps Health, a $2.9 billion private, nonprofit, integrated health system in California, recognized that if they were going to commit to providing the highest quality care to their customers they had to improve the customer experience and provide proactive service that builds lifetime relationships with patients. By creating a comprehensive 360 view of the caller, they arm their agents with the right context and talking points to provide a personalized, more informed experience.

Scripps capitalizes on every customer interaction to build deeper, more personalized relationships with their prospects and existing patients through the use of an engagement center solution. Watch the presentation to learn how to:

  • Connect all touchpoints to develop holistic customer-centered experiences
  • Track campaign performance and show ROI
  • Develop programs that attract, retain, and provide personalized service to the patient