POLY HELPS EMPOWER CONTACT CENTER WORKERS

| November 11, 2019

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.
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JFK Health

JFK Health, a non-profit organization, encompasses a wide array of organizations, services and facilities serving residents in the Central New Jersey region. The system includes acute care hospital JFK Medical Center, inpatient and outpatient rehabilitation centers, nursing facilities and specialized treatment programs. Strong ties to the community, established regional reputations, exceptional employees, a mutual commitment to patient satisfaction and quality medical staffs are key factors that brought us together. JFK Health is a parent company that connects affiliated organizations without replacing their own names or identities.

Spotlight

JFK Health

JFK Health, a non-profit organization, encompasses a wide array of organizations, services and facilities serving residents in the Central New Jersey region. The system includes acute care hospital JFK Medical Center, inpatient and outpatient rehabilitation centers, nursing facilities and specialized treatment programs. Strong ties to the community, established regional reputations, exceptional employees, a mutual commitment to patient satisfaction and quality medical staffs are key factors that brought us together. JFK Health is a parent company that connects affiliated organizations without replacing their own names or identities.

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