The latest News and Information on IT Service Management, Service Desk and related technologies.
In any hospital, IT tickets raised by doctors and nurses are critical because every IT issue they face takes time and energy away from the delivery of care. The longer it takes to resolve a ticket from clinical staff, the greater the potential negative impact that issue can have on patient experience. Yet even with significant investment in support resources, doctors and nurses may still feel their technology issues are not resolved fast enough.
The quality of customer experience (CX) is declining, according to the American Customer Satisfaction Index. Customer satisfaction is at its lowest point in 17 years: 73.2 out of 100. Many factors are at play here, but there’s clearly an opportunity to improve the experience your customers receive. Adopting new strategies and technologies, such as AI in the contact center, can significantly improve efficiency and competitive advantage in three key ways.
There is always something new on the horizon when it comes to technology. Isn’t it human nature to want to wait for the next 'new' model car, the next 'bigger' TV or the next 'faster' smart phone? The newest release might be more appealing – especially to higher-ups, who want the latest and greatest trending technology. But there are hidden risks associated with waiting to implement a new tool or solution.
Digital innovations have completely transformed the healthcare industry over the past decade. Today, clinical staff rely on applications to complete nearly every aspect of their day to day duties, from maintaining data privacy compliance to conducting telehealth. That makes it even more important that these critical applications stay online.
