In healthcare contact centers, every patient interaction presents a critical opportunity—not just to provide information, but to build trust, reduce anxiety, and demonstrate empathy. This session explores how intentional training focused on customer experience and emotional intelligence (EI) can significantly enhance agent performance and drive measurable improvements in patient satisfaction.

We’ll walk through a detailed case study that illustrates the design and rollout of an EI-based training program. The session will cover key implementation strategies, common challenges, and both the quantitative and qualitative outcomes that followed—including increased agent engagement, improved call quality scores, and enhanced patient and agent feedback.

Attendees will also gain exposure to the tools and technologies that supported the initiative, such as quality scoring and coaching platforms—each playing a vital role in reinforcing the patient-centered approach. We will also share future plans for technologies such as, real-time sentiment analysis, call scoring, performance dashboards, and customer relationship management software to facilitate more empathetic and effective interactions.

This session will offer practical insights for leaders looking to build emotionally intelligent, patient-focused teams—ultimately improving care experiences and strengthening patient loyalty through every call.

Takeaway

- The journey we've taken over the last 3 years provide our patients with the highest quality service
- Quantitative and qualitative data to show the impact of the interventions on contact center outcomes
- Qualitative data to show the impact of the interventions on agent engagement and performance