Amazon, Disney & Sweden…Oh my! What we learned from some of the best in Omnichannel Engagement
In May, I had the chance to rub elbows with other contact center experts from industries like banking, hospitality, finance and online shopping (yes, Amazon) at the user conference for NICE inContact in Orlando, Florida. NICE inContact is the world’s best software platform that supports omnichannel engagement. Their user conference is the largest, most informative event in the industry.
The training and presentations by those who are developing our platform were great, but, there are some insights you can only get from talking to other people who have been in your shoes. I had the opportunity to meet people from healthcare contact centers around the world – including Sweden, Israel, Turkey and England! Every country’s health system has its own challenges. Although, the United States may still be the most complex one to navigate.
Since the conference was in Orlando, I got to go on a private tour of Disney’s call center! What an awesome experience to see behind the scenes of “where the magic happens.” Their call center has booked over 35 billion reservations!
This conference made me realize what an exciting time it is to work in the healthcare industry. The tools that are available to help create a better experience for healthcare consumers are advancing every day. I came back with a list of ideas! I’m anxious to implement what I learned and some of the new solutions to enhance the customer experience for the patients we serve.
One of the key takeaways from this experience is the importance of using “soft skills” to get the most out of our technical capabilities. With this new knowledge, I was able to implement some changes, so we are already doing more to encourage communication between our agents and the engineering team – now that’s magical!