Delivering High-Scale Conversational Precision in the Outbound Call Center


Manage episode 232009532 series 2408553
By Greg Kefer, CMO, LifeLink. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

Reaching out to patients to make sure they adhere to things like treatment plans and clinical trials is often the domain of the call center. Frequently, the outbound interaction is a heavily scripted, redundant workflow. What happens when a chunk of these outbound calls are shifted to a conversational chatbot that uses text messaging to interact, remind, and collect feedback?

In this episode of Digital Conversations, Greg Kefer and Jacob Heitler talk about a different kind of call center — one that uses chatbots to engage patients in the medium they prefer — mobile texting. The combination of high scale and content precision is a win-win, driving call center efficiency while simultaneously delivering a better patient experience.

22 episodes