In the healthcare industry, contact centers are generally more established and mature with efficient routing, tried and true metrics, and continuous quality improvement. Early stage or B2C companies in the retail, ecommerce, regional utility, and non-profit sectors can learn and apply valuable lessons to their (perhaps) less-complex support operations. Granted, the healthcare industry as a whole has a long way to go in leveraging data to eliminate friction and elevate the customer-patient experience, but recent changes to the trajectory of the industry as a whole can inform more nimble contact centers how to offer best-in-class customer interactions.
The notion of the “longitudinal health (or human) record” is one on which even the US government has provided input and guidance to the healthcare industry in efforts to drive improved health outcomes. The basic idea is that all medical providers have access to your single, master copy, digital patient record so as to coordinate, de-duplicate, and improve care delivery. As you consider how to deliver a fast, frictionless experience in your B2C contact center, consider how looking at your customers through the lens of a longitudinal engagement record can inform your contact center priorities: