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Omni-Channel’s Role in Patient-Centric Healthcare

The healthcare market is evolving on multiple fronts. Advancements in technology not only enable better care, but also increase the level of “customer service” patients receive before, during, and after a visit to the doctor. After attending the recent Healthcare Call Center Times event earlier this month, I was truly impressed with how large a role contact center technology has taken in hospitals, private practices, and other care centers. My latest blog, How Omni-Channel Provides a Better Patient Experience, which ran in Healthcare Facilities Today, discusses today’s model of patient-centric healthcare, where the overall experience is defined as much by what happens before and after the hospital visit as by what happens during the visit.


Published in contact center customer experience customer service Healthcare omni-channel patient care