At Michigan Medicine, the standard goal for each call center is to answer at least 80 percent of inbound calls within 30 seconds. Meaning, each center strives to maintain an 80 percent service level and a sub-30-second average speed of answer (ASA). Although this standard had not been met for many years by the Radiology Call Center, the COVID-19 pandemic exasperated it even more.

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The introduction of artificial intelligence (AI) technology into contact center quality assurance processes is nothing short of transformational. It is of particular value to healthcare contact centers, that must comply with high standards of performance and strict regulatory requirements.

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From Kyruus: Results of a poll taken a year into the pandemic looking to gain a deeper understanding of its impact on consumer decision making.

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Mobile continues to gain favor as consumers’ preferred method to access websites initially. But there are more pageviews on desktops.

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This blog by Ann Handley discusses ungating online content.

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Mobile advertisers are having to change tactics to reach consumers, due to the implementation of changes to Apple’s Indentifier for Advertisers (IDFA) and the demise of third-party cookies, as well as changes in privacy regulations.

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Podcasting continues to increase in popularity and 2020 – the pandemic year - put that increase into warp drive. Read more to find some recent podcasting statistics.

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TikTok has enjoyed a meteoric rise in popularity over the past couple of years, especially in 2020 as people in lockdown used the platform to entertain themselves, their families and friends. One group, in particular, has been especially drawn to TikTok.

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Prior to the pandemic, the University of Miami Medical System was experiencing a surge in ambulatory and acute care visits. The contact center in place was developed more than 10 years prior to these circumstances and therefore not designed to accommodate the over 1500 healthcare providers and their respective patient networks effectively and efficiently on a yearly basis.

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Remote patient monitoring (RPM) has been around for at least a couple of decades. However, the advent of smart devices—smartphones, smartwatches, etc.—brought about new capabilities and technology that have increased the quality and availability of remote monitoring.

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In the blink of an eye, every person in the world had their world turned upside down by the pandemic in 2020.

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In the wake of the COVID-19 pandemic, more people are willing to use virtual healthcare services for routine needs such as checkups, consultations and follow-up visits, according to a survey performed earlier this year.

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Apple's IDFA update may not have the negative impact for marketers as previously feared.

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It’s no surprise that social media’s popularity increased during the global COVID-19 pandemic. As a result, it is expected that social media marketing spend will increase over the next few years.

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Reddit is developing its own audio-only feature as competition heats up for Clubhouse.

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You spend a lot of time and effort creating content – finding content ideas, setting up a schedule, producing and launching the content. But what kind of performance are you getting for your efforts? Considering that half of digital content is not noticed, what can you do to up your game?

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Use these three steps to guide your experience improvement (XI) efforts.

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At the start of COVID-19, Gina Minas, director of access at Northwestern Medicine, was faced with some daunting numbers: Each year, her call center team handles 7.6 million calls. She has 260 agents. With only 20 percent of her staff already working from home before COVID-19, she had only seven days to transition 80 percent of her staff to a WFH environment.

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Lumeon, the leader in care automation, today announced the findings of its 2020-2021 U.S. Patient Access Leadership Report. The research uncovers the biggest challenges encountered by patient access leaders during COVID-19—among them, the fragmentation of the patient experience, processes, and technology.

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According to MidMichigan’s virtual health experts, this milestone was the result of early system-wide investment in the technology coupled with a dramatic increase in demand for virtual care services during the global COVID-19 pandemic.

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