Data-Driven Excellence: Using Analytics to Transform Your Healthcare Contact Center
Data-Driven Excellence: Using Analytics to Transform Your Healthcare Contact CenterExcellence in healthcare contact centers isn’t a one-time achievement—it’s a continuous process. In Episode 4 of our webinar series, we’ll explore how data-driven strategies, process refinement, and a culture of improvement can enhance patient experiences and operational efficiency. Learn how to stay agile, optimize performance, and deliver exceptional care.
What You Will Learn
- The Power of Continuous Improvement – Learn how a data-driven mindset helps refine processes and improve patient experiences.
- Leveraging Analytics for Better Decision-Making – Discover how tracking trends, benchmarking performance, and using real-time insights can drive efficiency.
- Optimizing Staffing with Data – Use analytics to anticipate call volume fluctuations, align resources, and enhance workforce management.
- Building a Culture of Improvement – Foster an environment where agents contribute to change, feel valued, and help shape better patient interactions.
- Transforming Contact Centers with Innovation – Explore real-world examples of how process refinement, AI, and proactive outreach create seamless patient experiences.
Key Speakers
CJ Stafford - Host
Role: President of North American Division, Premier NX
With nearly 30 years of experience, CJ specializes in delivering high-end customer care solutions for the healthcare, consumer packaged goods, and beauty care industries. Her expertise includes compliance, risk management, and optimizing contact center performance. Premier provides HIPAA and PCI-compliant services, offering customized multi-channel solutions to meet clients' specific needs.
Russell Onofrio - Guest Speaker
Role: Former Director Service Center, Southcoast Health
Industry expert with extensive experience in transforming healthcare contact centers. Led major overhauls at Southcoast Health and Visiting Nurse Service of New York, improving efficiency, patient experience, and operational performance by over 60%. Specializes in business process optimization, enhancing customer experience, and driving cost reductions.
Key Topics
AI & Predictive Analytics
Continuous Improvement
Data & Analytics in Healthcare CX
Patient Experience
Process Optimization
Workforce & Staffing Efficiency
Who Should Attend
Chief Information Officers (CIOs)
Chief Technology Officers (CTOs)
Healthcare Operations Managers
Patient Experience Directors
Customer Service Managers
Directors of Patient Engagement
Healthcare Process Improvement Specialists
And anyone involved in improving patient experience, healthcare operations, or customer engagement.
