POLY HELPS EMPOWER CONTACT CENTER WORKERS

It’s a well-documented trend that the rise of digital channels such as webchat, apps, FAQs, etc., has led to a change in the way contact centers handle interactions. The routine, “easy” interactions are now handled by self-service channels. Deflecting these low-value interactions has enabled contact centers to improve productivity and efficiency. But if easy interactions are handled on self-service, then the calls that reach agents are becoming harder and more complex, and they’re likely to be problems not expected or encountered before. Customers also expect the resolutions or answers to be provided very quickly. If this doesn’t happen, an escalation to another channel happens swiftly. In fact, recent research indicates that over half (55%) of these self-service instances eventually escalate to voice interactions with contact center agents.

Spotlight

Eldricare

EldriCare is a population health management company that combines innovative technology with outstanding care management services. We make a difference in people’s lives by effectively engaging them to improve their health. Our expert care teams leverage predictive analytics, the most advanced care management platform in the world, and patient engagement technology to guide, impact, and personalize the care experience.

OTHER ARTICLES
Health Technology

Is Technology Working To Prevent Physician Burnout?

Article | September 12, 2023

Workers in the healthcare industry are among the most burned out demographics following the COVID-19 pandemic. In fact, a report by Medscape on physician burnout and depression in 2022 calculated a five-percentage point increase in burnout overall, from 42% in 2020 to 47% in 2021. Critical care physician burnout was also found to increase from 44% to 51% last year, placing them at the top of Maryville University’s list of physician specialties with the highest cases of burnout. This is closely followed by rheumatology physician burnout, which was 50% in 2021. At the bottom of the list, emergency medicine physician burnout still came in close at a rate of 44%. Burnout can result in, among other things, exhaustion and a loss of concentration, which can be dangerous in healthcare. With that, advancements in technology have been made to help mitigate stress and reduce the chances of burnout in healthcare. Maximum Tasks, Minimum Efficiency Reports show that many technological advancements in the healthcare industry actually aren’t appropriate for managing physician workloads. This is due to the range of tasks physicians need to perform, from creating treatment plans to managing EHRs. Our previous discussion on EHR-Generated Messages highlighted how the misapplication of this algorithm had actually led to these inboxes getting clogged. This has primary care physicians spending more than half their workday interacting with EHRs that only remind physicians to order certain tests, instead of dealing with critical messages from patients or colleagues. This has been counterproductive in terms of efficiency, leading to more burnout symptoms and the tendency to reduce clinical work hours. It is therefore important that technology integrations consistently consider the broader picture of the tasks of physicians. Tech Developments for Reducing Burnout Shifts in the industry have thus begun to focus on the quality of efficiency and physician assistance, rather than the quantity of technology available. Here are some notable examples of technology that has become finely integrated within the healthcare industry. Ambient Technology in Clinical Documentation Ambient computing streamlines the clinical documentation process by using artificial intelligence to respond to human behavior and needs. This provides front-end speech and computer-assisted documentation, reducing the time needed for physicians to work on admin tasks, and thereby minimizing burnout. Smart hospitals have started leveraging this through sensor-based solutions, and experts from Michigan University believe usage must be made easier and simpler to use for the provider if the healthcare industry is to further leverage ambient computing for CDI. As of 2021, adoption has only started to take off, especially in the revenue cycle. Computer Modeling in Vaccine Development The traditional process of designing novel vaccines usually lasts 10 to 15 years and can cost between $200 million and $500 million. However, a feature by News Medical highlights the recent development of COVID-19 vaccines, which uncovered the capabilities of computational modeling systems. This showed an ability to predict which parts of a pathogen may be recognized by the immune system’s B cells and T cells. This allows rapid identification of vaccine targets from a genetic sequence, which reduces the years required for preclinical research. Physicians are thus able to respond faster to vaccine developments, and reduce the overload of health systems during any future pandemics or epidemics in the long term. Patient Placement Technology The shortage of physicians is a common setback in the industry, one that staff at the Rice County District Hospital in Lyons, Kansas mitigated using patient placement technology. Patient placement technology coordinated care for patients inside the 25-bed, level 4 hospital, as well as those needing to be transferred to another facility. By integrating local EMS and other transport services with health systems, manual telephone calls were no longer necessary. Hence, physicians were able to quickly and effectively get patients the care they needed while managing time-critical diagnoses. This maximizes the limited resources available without stretching out the workforce. Physicians are able to focus solely on their patients, knowing that the time-consuming logistics are being efficiently handled by technology. The industry needs to continue to look into the practices of reducing burnout among physicians, more so as we continue to recover from the effects of the COVID-19 pandemic. By emphasizing physician wellness and efficient technology, we can continue to assure the health and productivity of healthcare workers into the future.

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Health Technology, Digital Healthcare

6 Tips On How To Not Let Your Anxieties Get The Best Of You

Article | September 7, 2023

Everybody deals with stress and anxiety however our anxieties can sometimes get the best of us. It’s important to know how to cope with your anxieties and fears if they get out of control. With this in mind, here are some tips that a person can use to help manage their daily stresses and anxieties. 1. Take a break: Sometimes, we get stressed out when everything happens all at once. When this happens, a person should take a deep breath and try to find something to do for a few minutes to get their mind off of the problem. A person could take a walk, listen to some music, read the newspaper, or do an activity that will give them a fresh perspective on things. 2. Carry a small notebook of positive statements with you: Whenever you come across an affirmation that makes you feel good, write it down in a small notebook and carry it around in your pocket. Whenever you feel anxious, open up your small notebook and read those statements. 3: You can’t predict the future: While the consequences of a particular fear may seem real, there are usually other factors that cannot be anticipated and can affect the results of any situation. We may be ninety-nine percent correct in predicting the future, but all it takes is for that one percent to make a world of difference. 4. Challenge your negative thinking with positive statements and realistic thinking: When encountering thoughts that make you fearful or depressed, challenge those thoughts by asking yourself questions that will maintain objectivity and common sense. Focus on the reality of your situation and not on your thoughts. 5. Divide your activities into separate steps: When facing a current or upcoming task that overwhelms you with a lot of anxiety, divide the task into a series of smaller steps and then complete each of the smaller tasks one step at a time. Completing these smaller activities will make the stress more manageable and increases your chances of success. 6. Take advantage of the help that is available around you: If possible, talk to a professional who can help you manage your depression and anxieties. They will be able to provide you with additional advice and insights on how to deal with your current problem. BIOGRAPHY Stan Popovich is the author of the popular managing fear book, “A Layman’s Guide To Managing Fear”. For more information about Stan’s book and to get some free mental health advice, please visit Stan’s website at http://www.managingfear.com

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Healthtech Security

What are the Risks of AI in the healthcare industry

Article | November 29, 2023

While artificial intelligence (AI) offers numerous advantages across a wide range of businesses and applications, an ongoing report spreads out some convincing focuses on the different difficulties and perils of using AI in the social insurance segment. As of late, AI has been progressively consolidated all through the medicinal services space. Machines would now be able to give emotional wellness help by means of a chatbot, screen tolerant wellbeing, and even anticipate heart failure, seizures, or sepsis.

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Transforming Healthcare From A ‘Service’ To A ‘Product’

Article | April 20, 2020

Healthcare is top of mind as the coronavirus hits hard everywhere. The inefficiencies of the system itself are on full display during the pandemic — where testing is hard to come by, diagnoses and treatments are reactive rather than proactive, and many people do not get the care they need, when they need it. Adrian Aoun, CEO and founder of Forward, a tech-driven healthcare startup, told Karen Webster that it’s possible to build a completely new healthcare ecosystem, beginning with primary care — and the overhaul needs to leverage data and artificial intelligence (AI).

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Spotlight

Eldricare

EldriCare is a population health management company that combines innovative technology with outstanding care management services. We make a difference in people’s lives by effectively engaging them to improve their health. Our expert care teams leverage predictive analytics, the most advanced care management platform in the world, and patient engagement technology to guide, impact, and personalize the care experience.

Related News

Poly Introduces the Next Generation of Savi Wireless Headsets

Poly | September 18, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, today announced the next generation of the company’s lineup of popular Savi wireless headsets. The enhanced Savi Office and UC Series will offer more wearing styles, plus features to help with working in noisy office environments. “People will always need the ability to focus,” said Tamara Lane, director of product marketing, personal solutions, of Poly. “Open offices facilitate collaboration which is great for group problem-solving, but we all have our moments when we need to focus independently. The challenge is staying in the zone despite the buzz around you. We’ve updated our Savi 8200 Office and UC Series headsets to better address these needs.”

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See What People are Saying about the Poly Studio USB Video Bar

Poly | November 13, 2019

“The Polycom Studio is fantastic because it gives organisations access to the flexible huddle room environments they need, without asking them to deal with complicated tools and technology. The Polycom Studio is a powerful piece of equipment, but it’s not complicated or daunting. Unlike other solutions on the market today, it’s designed to simply fade into the background, providing support you can rely on, without the complexity.” Polycom Studio offers several advanced features that set it apart from competing, similarly priced products, such as active speaker tracking and background noise suppression. Polycom Studio is, in fact, dead simple to install. Audio quality was outstanding. Video quality was equally good. It brings surprisingly powerful conferencing tools to any room that has a monitor/tv and a computer. Under $1000, it’s an excellent solution for any organization needing access to video conferencing

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Poly Introduces Poly Studio X Series for Microsoft Teams at Microsoft Ignite 2019

Poly | November 04, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, will introduce video conferencing devices with a built-in Microsoft Teams experience at Microsoft Ignite 2019. The Poly Studio X Series, purpose-built, all-in-one video bars for Microsoft teams, will offer a native Teams meeting and calling experience and are among a host of Poly solutions built for Teams that the company will demonstrate at the show. The Poly Studio X Series consists of two new video bars designed for small rooms, the Poly Studio X30 and Poly Studio X50. The Poly Studio X Series are purpose-built appliances that will run the Teams application natively. The Studio X Series supports 4K Ultra high definition (UHD), advanced noise suppression and unmatched video production rules to improve all aspects of the meeting experience. Users can choose to control the Studio X Series with the new Poly TC8 touch screen.

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Poly Introduces the Next Generation of Savi Wireless Headsets

Poly | September 18, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, today announced the next generation of the company’s lineup of popular Savi wireless headsets. The enhanced Savi Office and UC Series will offer more wearing styles, plus features to help with working in noisy office environments. “People will always need the ability to focus,” said Tamara Lane, director of product marketing, personal solutions, of Poly. “Open offices facilitate collaboration which is great for group problem-solving, but we all have our moments when we need to focus independently. The challenge is staying in the zone despite the buzz around you. We’ve updated our Savi 8200 Office and UC Series headsets to better address these needs.”

Read More

See What People are Saying about the Poly Studio USB Video Bar

Poly | November 13, 2019

“The Polycom Studio is fantastic because it gives organisations access to the flexible huddle room environments they need, without asking them to deal with complicated tools and technology. The Polycom Studio is a powerful piece of equipment, but it’s not complicated or daunting. Unlike other solutions on the market today, it’s designed to simply fade into the background, providing support you can rely on, without the complexity.” Polycom Studio offers several advanced features that set it apart from competing, similarly priced products, such as active speaker tracking and background noise suppression. Polycom Studio is, in fact, dead simple to install. Audio quality was outstanding. Video quality was equally good. It brings surprisingly powerful conferencing tools to any room that has a monitor/tv and a computer. Under $1000, it’s an excellent solution for any organization needing access to video conferencing

Read More

Poly Introduces Poly Studio X Series for Microsoft Teams at Microsoft Ignite 2019

Poly | November 04, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, will introduce video conferencing devices with a built-in Microsoft Teams experience at Microsoft Ignite 2019. The Poly Studio X Series, purpose-built, all-in-one video bars for Microsoft teams, will offer a native Teams meeting and calling experience and are among a host of Poly solutions built for Teams that the company will demonstrate at the show. The Poly Studio X Series consists of two new video bars designed for small rooms, the Poly Studio X30 and Poly Studio X50. The Poly Studio X Series are purpose-built appliances that will run the Teams application natively. The Studio X Series supports 4K Ultra high definition (UHD), advanced noise suppression and unmatched video production rules to improve all aspects of the meeting experience. Users can choose to control the Studio X Series with the new Poly TC8 touch screen.

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