CONTACT CENTERS IN HEALTHCARE

Spok introduced this survey in 2018 as another resource in our continuing research series to learn more about the concerns that are top of mind for healthcare executives. The examination of contact centers is especially timely as the industry considers their role in a technologically fluid environment. We wanted to know how many healthcare organizations have a contact center strategy, a key step in moving contact centers into the future. We also asked who was involved in developing the strategy, how long it’s been in place, if it’s been updated, and why. We learned that communication technology—hardware and software—continues to evolve, too, and plays a critical role in how contact centers are positioned in healthcare organizations.