The contact center is becoming ever more important to the core business of hospital and medical center networks. Revenue is now being impacted by the service provided by their agents, receptionists and nurses. 84% of patients attend their appointments when reminded and readmissions are reduced by up to 25% when discharge follow-up information is communicated effectively. The contact center is also being tasked with handling more types of calls and channels, that they might not have the training or technology to support. These new tasks present another challenge, upholding the correlating contact center and revenue KPI’s. Read my recent blog post on Healthcare Facilities Today to gain more insight on this changing landscape.