TTEC’s vision for connected healthcare 2028 Operating environment Healthier outcomes
Enable healthcare advocates to lead with empathy, personalization, and concierge-style support.
Financial benefits: • Millions saved in operating costs • Lower cost per enrollment • Lower costs to serve
Ditch traditional workforce management models; they are too rigid for tomorrow’s workers. Incorporate flexible scheduling and Smart Seasonal models.
Operational benefits: • Higher conversion rates
Optimize knowledge management, incorporating AI with a crawl-walk-run approach.
• Increased digital channel adoption • Improved advocate productivity • Decreased handle times • Shorter wait times
Apply AI and NLP across the entire lifecycle, from enrollment to retention.
Make sound decisions at the individual level based on deep analytics and insight.
Consumer benefits: • Seamless experiences • Less confusion and frustration • NPS improvements • CSAT increase
Support employees to reduce burnout and associate abuse so they can increase productive engagement. Explore clinical capabilities with expert and licensed advocates to create seamless experiences.
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