Spok introduced the survey in 2018 as another resource in their continuing research series to learn more about the concerns that are top of mind for healthcare executives.
The examination of contact centers is especially timely as the industry considers their role in a technologically fluid environment. Spok wanted to know how many healthcare organizations have a contact center strategy, a key step in moving contact centers into the future. They also asked who was involved in developing the strategy, how long it’s been in place, if it’s been updated, and why. Spok learned that communication technology—hardware and software—continues to evolve, too, and plays a critical role in how contact centers are positioned in healthcare organizations.
All the data combined gave insight into the current state of contact centers. In Spok’s opinion, the most important takeaway is that a contact center strategy needs to continually evolve, as hospitals and health systems adapt and enhance this critical function to meet the challenges of today’s clinical workflows.
Spok collected data for this report in April and May 2018. Nearly 400 healthcare professionals from around the U.S. responded to the survey. Thirty-four percent were executive leaders; 23% were directors or managers of the contact center, IT, or telecommunications; and the remaining 43% had a mix of clinical and administrative titles, from nurses, physicians, and pharmacists to quality assurance, compliance, and informatics professionals. We also asked organizations to share the approximate size of their contact centers, to help gauge the scale of their operations.
