Jon Arnold

Founder and Principal Analyst J.Arnold & Associates

Thursday, August 20

Thursday, August 20th, 2020

1:30 PM Roundtable 13: How to Reframe the Patient Experience: How Healthcare Contact Centers Can Succeed In the Era of COVID-19

HHear best practices for healthcare contact centers to succeed in the new norm.


The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. At a time when staggered shifts and remote agents have become the new norm, it’s critical for business leaders to establish effective strategies that ensure care continuity while also maintaining a positive patient experience.


Providers, payers, and life sciences organizations must proactively consider how to reframe the patient experience and position themselves to navigate the post COVID-19 era.

In this roundtable session, you’ll have a chance to connect with contact center leaders and industry analysts who will share ideas and provide practical advice. Learn how to quickly and securely build out your work-from-home capabilities, get best practices for managing remote agents, and hear lessons learned from those who are paving the way forward.