{"id":1495,"date":"2014-12-16T15:45:00","date_gmt":"2014-12-16T15:45:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-12-16T15:45:00","modified_gmt":"2014-12-16T15:45:00","slug":"call-center-agents-need-updates-on-healthcare-issues-report","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/call-center-agents-need-updates-on-healthcare-issues-report\/","title":{"rendered":"Les agents des centres d'appels ont besoin d'\u00eatre inform\u00e9s des derni\u00e8res \u00e9volutions en mati\u00e8re de sant\u00e9 : rapport"},"content":{"rendered":"
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16 d\u00e9cembre 2014<\/p>\n

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Si vous dirigez un centre d'appels dans le secteur de la sant\u00e9, ne l\u00e9sinez pas sur la formation. C'est ce que r\u00e9v\u00e8le une r\u00e9cente enqu\u00eate men\u00e9e aupr\u00e8s des acteurs du secteur.<\/p>\n

Les centres d'appel du secteur de la sant\u00e9 ne peuvent pas se permettre de fonctionner avec un personnel insuffisamment form\u00e9, car Internet a rendu tous les usagers des soins de sant\u00e9 beaucoup plus avertis.<\/p>\n

Les consommateurs \u00e9tant d\u00e9sormais mieux inform\u00e9s sur les questions m\u00e9dicales, les centres d'appel du secteur de la sant\u00e9 doivent eux aussi redoubler d'efforts pour aider ces appelants en leur fournissant des informations qui ne sont pas facilement accessibles en ligne.<\/p>\n

C'est ce qui ressort d'une r\u00e9cente enqu\u00eate men\u00e9e par Cutting Edge Information, un prestataire de services d'intelligence \u00e9conomique dans le secteur pharmaceutique.<\/p>\n

Cette enqu\u00eate, men\u00e9e aupr\u00e8s de responsables de l'information m\u00e9dicale, a r\u00e9v\u00e9l\u00e9 que les centres d'appel du secteur de la sant\u00e9 doivent d\u00e9sormais combler les lacunes dont souffrent les appelants apr\u00e8s leurs recherches sur Internet. Il s'agit souvent d'informations relatives aux r\u00e9sultats concrets, des informations de plus en plus recherch\u00e9es dans un environnement de soins de sant\u00e9 en pleine \u00e9volution.<\/p>\n

\u201c Afin d\u2019\u00e9laborer des r\u00e9ponses \u00e0 des questions plus complexes, les groupes sp\u00e9cialis\u00e9s dans l\u2019information m\u00e9dicale consacrent davantage de temps \u00e0 communiquer avec des \u00e9quipes d\u2019autres pays qu\u2019auparavant \u201d, a d\u00e9clar\u00e9 Jacob Presson, analyste de recherche senior chez Cutting Edge Information, dans un communiqu\u00e9.<\/p>\n

Il a ajout\u00e9 que le partage d'informations entre les diff\u00e9rentes \u00e9quipes peut contribuer \u00e0 faciliter cette r\u00e9ponse \u00e0 des questions de plus en plus complexes.<\/p>\n

\u201c Les \u00e9quipes \u00e9changent des questions, des r\u00e9ponses et des sources de donn\u00e9es afin de mieux servir les clients \u201d, a-t-il soulign\u00e9. \u201c M\u00eame si chaque \u00e9quipe continue de se concentrer sur sa propre r\u00e9gion et g\u00e8re ses centres d'appels pharmaceutiques de mani\u00e8re ind\u00e9pendante, le partage d'informations profite \u00e0 toutes les parties concern\u00e9es. \u201d<\/p>\n

Les conclusions de l'\u00e9tude soulignent \u00e9galement la n\u00e9cessit\u00e9 de disposer de meilleures solutions de base de connaissances pour les centres d'appels, afin que les agents puissent acc\u00e9der plus facilement aux informations dont ils ont besoin pour r\u00e9pondre \u00e0 ces questions.<\/p>\n

Il est \u00e9galement important que les centres d'appels du secteur de la sant\u00e9 disposent de solutions logicielles capables d'acheminer correctement les appels vers les agents les mieux \u00e0 m\u00eame de r\u00e9pondre aux questions, et que les agents puissent se concerter entre eux pendant un appel afin d'obtenir des informations aupr\u00e8s des sp\u00e9cialistes de l'\u00e9quipe.<\/p>\n

Gr\u00e2ce \u00e0 Internet, les consommateurs sont d\u00e9sormais mieux inform\u00e9s ; les centres d'appels doivent donc s'adapter. Cela vaut pour pratiquement tous les secteurs, mais tout particuli\u00e8rement pour celui de la sant\u00e9.<\/p>\n<\/div>\n

<\/p>\n

<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

December 16, 2014 If you run a contact center in the healthcare field, don’t skimp on education. That’s the findings of a recent industry survey. Healthcare contact centers can ill afford to operate with undertrained staff because the Internet has made every healthcare consumer a lot savvier. With consumers now more informed about medical issues, […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1495","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1495","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1495"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1495\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1495"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1495"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1495"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}