3CLogic's Contact Center Blog

As healthcare providers look for ways to improve patient experiences in the post-pandemic era, giving high-quality healthcare support services is a top priority for providers. 

Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support.

Digital transformation in the private sector helped 80% of companies weather the economic slowdown during the pandemic. But the team at Delaware’s Department of Labor is proof that public sector leaders can also benefit from the operational efficiencies that cloud-based contact center services provide.

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. 

For business leaders and IT professionals looking to drive forward their organization’s digital transformation, ServiceNow’s annual Now at Work conference is a must-attend event. Whether in-person or digital, Now At Work is a great way to connect with others in the ServiceNow industry and is a prime opportunity to learn how to improve your processes and drive results.