Episode 35: How to revolutionalize customer experience in a Healthcare contact center.

Jason is the RTS Operations Director at Baxtor Healthcare corporation. He has built his career fostering continuous improvement in the customer experience sector within major healthcare operations.

Ashish Santhalia

Host, Sales Gambit | Founder @ Convin

Jason Mercer is the RTS Operations Director at Baxtor Healthcare corporation. He has built his career fostering continuous improvement in the customer experience sector within major healthcare operations. And has excelled while setting objectives and initiating strategies catalyzing target outcomes for customer/patient success management.

Today, Jason joined us to talk about ‘’How to revolutionalize customer experience in a Healthcare contact center’’

We discussed

How did his career start off? And what is he currently working on?
Why is customer experience so crucial in the healthcare industry?
What is the direct negative impact poor customer experience can have on any healthcare contact center?
What are the top customer experience challenges the healthcare contact centers face?
What AI-powered tools are a must-to-have in any healthcare contact center’s tech stack to make the customer experience more efficient and accurate?

Episode 36: Customer sentiment analysis - the ultimate deal breaker for contact center CX.

Morris is the founder of the Customer Experience Foundation. He is also the CEO of E-score, an Experience Designer & Builder, Emotions Investigator

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Episode 34: Typical quality management problems that contact centers need to fix in 2023.

Rick Mathias, Rick is the Director of Call Center Operations at Heartland Home services, where amongst other amazing things, Rick created an in-depth Quality Assurance process to ensure a best-in-class call center customer experience. Rick is an expert in operations with a proven record of exceeding objectives in a variety of cross-functional environments. He has over 12 years of experience in the quality management field.

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