Healthcare contact centers play a crucial role in provider and insurer communications, affecting patient satisfaction. However, many of these centers face work friction issues, such as outdated technology and complex workflows. These problems lead to inefficiency, high turnover, and customer frustration. To combat work friction, leaders must understand its impact on employees and patients. By identifying and addressing the highest-friction moments, contact centers can improve employee experience and productivity. This leads to better patient care and a more sustainable operation. Investing time in understanding and solving work friction issues has a significant return on investment in the long term.
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Work Friction: The Sleeper Crisis Plaguing Healthcare Contact Centers
