How the Pandemic Changed Healthcare Contact Centers & Video Redaction Services

The pandemic prompted a significant shift in how individuals sought healthcare, with surging numbers of patients utilizing modern technology to communicate with healthcare providers. As a result, healthcare contact centers have come to play a foundational role in healthcare customer service. 

Healthcare contact centers are critical for delivering timely and appropriate patient support, including helping patients with scheduling appointments, prescription refills, and care questions to improve the patient experience. With rising demand, contact center leaders may struggle with outdated systems that force customers to repeat information and lead to a slow and frustrating experience. 

To improve the customer experience, contact center leaders need to evaluate agent performance with stored video and audio recordings while ensuring the security of sensitive and personal information protected under the Health Insurance Portability and Accountability Act (HIPAA). Healthcare contact centers need redaction services that allow them to record, access, and protect audio and video.

Why does your healthcare contact center need video redaction services?

Manually removing personal or protected information from video recordings can be time-consuming, complicated, and leaves the possibility for error. Video redaction services can automatically remove private details to comply with security regulations, ensuring security and confidentiality.

Patients’ Expectations are Increasing

As patients become more comfortable with digital healthcare communications, their expectations for those interactions rise. Patients will expect a seamless omnichannel experience across their journey, regardless of how they communicate with healthcare representatives. 

For healthcare contact centers to ensure that individuals have a positive experience across channels, contact centers must easily access patient information and history without patients having to repeatedly provide their health history or repeat the same information constantly. 

The combination of increased demand and increased customer expectations may leave contact center agents, and their leaders feeling stressed, frustrated, and overwhelmed by inhibitors to an exceptional customer experience. To pinpoint where an agent is experiencing difficulty, such as struggling with finding the correct information or dealing with a slow system, healthcare contact centers must review quality recordings for both audio and video, redacting personal information to achieve regulatory compliance. 

Doing this manually can be tedious, wasting both time and resources. Instead, healthcare contact centers need an efficient HIPAA compliant redaction tool that can crypto shared original recordings containing sensitive audio and video. This will make it so that any personal info typed into the field on the screen wouldn’t be shown in the video when reviewed for quality purposes.

Digital Healthcare Requires Increased Data Security 

While digital healthcare communication allows for ease, and convenience for patients, they also pose a range of privacy and security concerns that healthcare contact centers must address. Removing sensitive, personal, or protected information from contact center records is a precise and complicated task. 

Healthcare contact centers must ensure that while reviewing audio and video records for quality management, patient data is protected in a manner that meets HIPAA requirements to ensure privacy. In addition, the digital nature of this medical information has also created concerns surrounding the vulnerability to hacking or other breaches of security. Through audio and video redaction, healthcare contact centers can store recordings either perpetually or for a predefined period of time without any concern that sensitive data is accessible by users.

The Need for Audio and Video Redaction

Healthcare contact centers are responsible for adequately handling protected information under HIPAA, most commonly done through redaction. Audio and video redaction remove personal or protected information from medical records. This assists healthcare contact centers with security, compliance, and data access.  

  • Security – Using 256-bit (AES) encryption for security and regulatory compliance, healthcare contact centers can prevent unauthorized users from accessing recordings and reduce the risk of fraud. 
  • Compliance – Automatically track the location of private information flagged to be removed from your final audio and video recordings to comply with security regulations, including HIPAA.
  • Data Access – Cryptoshred original recording containing sensitive audio. Store recordings either perpetually or for a predefined period of time without any concern that sensitive data is accessible by users.

Patented Redacting Capabilities Improve Security and Overall Satisfaction at Your Healthcare Contact Center

Custom workforce optimization tools from Authority Software allow you to record, access, and protect audio and video recordings for quality assurance and search easily and quickly by customer data fields. Enable your team’s effectiveness and improve retention with a modern WFO solution that supports the customer success journey. 

Learn what’s possible with AI-enabled workforce management.

Key Takeaways

  • Healthcare contact centers have come to play a foundational role in healthcare customer service. 
  • Patients expect a seamless omnichannel experience across their healthcare journey.  
  • Healthcare contact centers must ensure that while reviewing audio and video records for quality management, patient data is protected in a manner that meets HIPAA requirements.
  • Patented video redaction capabilities from Authority Software can improve security and overall satisfaction at your healthcare contact center.

Give Your WFM Supervisor Tools for Success: 3 Challenges Faced by Contact Centers this Year

The complexities of efficiently managing a contact center, and delivering superior customer service, have become significantly more complicated recently. Contact centers face a distributed and remote workforce, a new generation of agents, and rapidly changing operational requirements and digital transformation.  

Over the past year, contact centers have seen a rapid rise in the volume of calls and the rate of difficult calls that require escalation. In fact, according to a study by Harvard Business Review, during the pandemic, difficult calls increased by an astounding 50-percent overall. At the same time, the U.S. Bureau of Labor Statistics reports that businesses, including contact centers, see employees leaving jobs in record numbers

As more customers use digital channels as their primary method of interacting with a company, contact centers require better Workforce Management tools than in the past. Workforce management  (WFM) tools are robust solutions that help businesses streamline contact center operations and combat common day-to-day challenges, allowing them to run more smoothly and effortlessly. Give your WFM supervisor the tools necessary to manage these current challenges with a modern, scalable, and rapidly-deployed WFM solution from Authority Software that enables superior customer service and improves agent job satisfaction.

What is the role of a WFM supervisor?

In a contact center, the Workforce Management (WFM) supervisor is responsible for planning and forecasting, managing resources and optimizing the productivity of employees. The WFM supervisors ensure the right number of agents, with the right skills, are scheduled at the right time.

Challenge #1: Distributed and Remote Workforce

The pandemic forced contact centers to shift to remote work almost overnight due to social distancing requirements. Contact center managers quickly needed to ensure that agents had the right tools and equipment to work remotely. While the pandemic was the catalyst for pushing contact centers to embrace a variety of remote and hybrid working environments, now that the switch has been made, many contact centers will allow employees to continue to work remotely

These new work environments present contact center leaders with many challenges, namely poor technology, insufficient connectivity, and difficulty with training. However, businesses are also discovering the advantages of a distributed and remote workforce. Remote operations can help make companies more resilient, prepare for the unexpected, and give them more flexibility, but only if they have the right workforce optimization tools. With Authority Software WFO, businesses can utilize a fully integrated cloud-based solution to accommodate remote workers and virtual contact centers. 

Challenge #2: A New Generation of Agents

Confident and engaged contact center agents are essential to delivering a superior customer experience. Yet, employee attribution and a remote workforce have made recruiting, hiring, and training agents another significant challenge facing contact centers this year. Workforce management tools can help contact centers build the best team of agents and improve employee retention. With easier access to more detailed data, organizations can better predict future workload volumes, calculate the time needed to accomplish specific tasks, and schedule the necessary staff. 

Monitoring tools, in particular, can be used to improve the quality of your customer support and ensure agents are following best practices. However, the ability to monitor agent performance does more than only improve adherence and consistency; it also simplifies performance reviews and makes it easier for hardworking employees to feel like their efforts are being properly recognized. Modern workforce management tools balance the needs of customers, the contact center, and employees, helping increase overall efficiency. 

Challenge #3: Rapidly Changing Operational Requirements and Digital Transformation

Customer demand is a driving force in the digital transformation of contact centers, as today’s customers expect to contact a business from any channel seamlessly. Outdated systems may cause agents to have incomplete or compromised customer data, causing frustration and hindering productivity.

Customers’ expectation of a consistent omnichannel experience has made it increasingly crucial for contact centers to have fully integrated systems, allowing agents to have everything they need in a single, unified desktop. By combining tools and services under one system, suitable contact center solutions help businesses increase productivity, reduce costs, and improve customer satisfaction. 

With Authority Software WFO, which includes WFM, quality management, and designer tools, businesses can utilize a fully integrated solution that is agile and flexible to meet the needs of their customers throughout their journey. This type of digital transformation can produce measurable benefits, providing vital data and actionable insights that drive business decisions.

This year, overcome the challenges facing contact centers with a fully integrated, cloud-based workforce optimization solution.

Designed from the ground up, custom workforce optimization tools from Authority Software increase productivity and enable superior service through improved efficiency. Modern workforce optimization software can help businesses increase productivity and profitability and lead them to success.

Learn what’s possible with AI-enabled workforce management.

Key Takeaways

  • Contact centers face a distributed and remote workforce, a new generation of agents, and rapidly changing operational requirements and digital transformation. 
  • Workforce optimization (WFO) tools are robust solutions that help WFM supervisors combat common day-to-day challenges.
  • WFO tools can help businesses increase productivity and profitability and lead them to success.
  • With Authority Software WFO, businesses can utilize a fully integrated solution that is agile and flexible to meet the needs of their customers throughout their journey.