Kelsey Seybold Clinic is a nationally recognized healthcare provider that operates 27 multi-specialty care centers, with 360 patient access representatives who handle 2-3 million interactions per year. The company prides itself on extending the same high level of patient care delivered in its clinics to the interactions that take place with its contact center, and the outcomes those interactions produce.

In this thought-provoking conversation, Sabine Harrison, Contact Center Director at Kelsey Seybold Clinic, shares how to use conversation analytics to optimize agent behavior and as a result, enhance patient experience. You will learn how to leverage both post-call coaching and in-the-moment agent guidance to improve agent performance, increase employee morale and retention, and increase patient satisfaction.

If you’re a healthcare or insurance provider that relies on a contact center to serve its patents, you will learn:

  • The difference between face-to-face and phone call ‘moments of silence’
  • How rate of speech impacts patient effort and comprehension
  • How to use real-time agent guidance to improve compliance and call outcomes
  • The role of change management (beyond the technology) in adopting conversation analytics
  • Much more hands-on healthcare advice ‘from the trenches’

Sabine Harrison
Contact Center Director
Kelsey Seybold Clinic

Ashley Keating
Director of Events & Field Marketing
CallMiner

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