Use Call Centers to Improve Customer Service and Measure Marketing ROI (Webcast)

Use Call Centers to Improve Customer Service and Measure Marketing ROI

WEBCAST ON TAPE OR CD

Sponsored by the Top Leadership Team Conference
October 11-12, 2007 in Chicago

Webcast presented on March 13, 2007

What can your call center do for you?

Every call that comes into your hospital or healthcare system’s call center is an opportunity to build a valuable, lasting relationship with your most important customer—the patient.

Call centers are the easiest, most effective way to reach out to your customers. They allow you to collect important data that can help direct your organization’s strategic goals, gauge the effectiveness of your marketing and branding efforts, and give you an idea of how customers perceive the quality of care you provide.

During this Webcast, Use Call Centers to Improve Customer Service and Measure Marketing ROI, industry experts will present practical ideas and strategies to make call centers work to your advantage. Learn how and when to utilize call centers as a customer service tool, as well as an important means of tracking and measuring marketing ROI. You’ll hear how hospitals are reaping the benefits of this hot concept in healthcare. And, you’ll walk away with tips for convincing key members of your organization to make this worthwhile investment.

Gather your marketing and leadership teams and listen this Webcast to learn how to:

• maximize your call center investment
• improve customer service
• build long-term customer relationships
• target your marketing efforts
• increase your patient population
• generate positive word-of-mouth

Program agenda

1. Customer service in healthcare
   1. What’s happening in healthcare today that makes customer service important
      • Hospitals acting as retail outlets
   2. Improve customer service
2. Maximize your call center investment
   1. Track results of marketing efforts
   2. Build long term relationships with consumers
      • Get patients in the door
   3. Measure ROI
      • Gathering data
   4. Create a database
   5. Enhance the services your call center provides
   6. Use your call center to brand your organization
   7. Build positive word-of-mouth
   8. Increase referrals
3. Q&A

Featured speakers

Deborah S. Kenemer, Interactive marketing manager, Community Health Network, Central Indiana. As part of the business development division at Community, Ms. Kenemer directs online marketing and customer relationship management strategies. This includes oversight of the integration of the network's transactional Web site and call center. She also manages the consumer-centric physician referral contact center program. She is a leader in the field of outcomes based healthcare marketing, has been published in various national publications, and has lectured on leading CRM strategies.

Paul Spiegelman, CEO, Beryl Companies, Bedford, TX. Mr. Spiegelman co-founded Beryl with his two brothers in 1985. As CEO, he oversees strategic planning and business development for the nation’s thought-leading company in healthcare customer interactions and relationship management. He is responsible for setting the vision for the company, building a strong management team, and shepherding the culture for Beryl's 300-plus employees.

Bart A. Wagoner, President and CEO, MindGent Service Center, LLC, Indianapolis. Mr. Wagoner joined MindGent in 2002 and built a new division of the company to provide remote support services. Initially built to provide IT Help Desk support, the service has evolved into a full suite of support provided through a single point of contact. This Service Desk approach began to interface with many different departments within MindGent’s client base. Amid this expansion, MindGent spun off their support services and formed the MindGent Service Center, LLC. In September, 2006 Mr. Wagoner was named president of the company. Throughout his career he has shown his ability to adapt to changing environments and take initiative to resolve customer issues. He has a very strong commitment to customer service and has a proven ability to deliver solutions.

Webcast system requirements and program materials

Please note that to fully benefit from the Webcast experience, you will need a computer equipped with an Internet connection, sound card, and the following browsers: Netscape Navigator 4.7 or Internet Explorer version 5 or higher.

You will also receive presentation slides, and other materials that you can print and distribute to all your peers at your location.

Publisher :  HealthLeadersMedia
 
Product Types :

• Webcasts

Departments :

• Other Marketing Products

ORDER CLASS: K_03-13-2007
SOURCE CODE: EHCM