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Kathleen Schroeder

Kathleen Schroeder
Kathleen Schroeder, Senior Product Marketing Specialist, has over 25 years' experience representing the voice of the customer through global event presentations, webinars and integrated multi-national campaigns for numerous verticals ranging from education to transportation and tourism to telecommunications. Kathleen creates customer-facing programs and content to bring the value of next generation customer contact solutions to various market segments.

Redefining the Patient Experience at the First Point of Contact

When does Patient Care start? In the past, when we thought about patient care, we thought of the actual provider visit with the patient.  We...

Build, Develop and Achieve with Healthcare Boot Camps

Co-authored by Aspect and Healthcare Intelligence Managing a staff and their performance is tough. Managing the same staff in a healthcare contact center is tough...

LEAN – Your Prescription for Successful Patient Encounters

By Kathleen Schroeder and Healthcare Intelligence Because of escalating healthcare costs and the need to decrease medical errors while improving quality, many providers are looking...

Keeping Healthy Connections through Proactive Outreach

While many healthcare organizations continue to focus on what happens when patients are physically in the hospital or at the doctor’s office, successful healthcare...

Contact Center Metrics: Creating Optimal Patient Experiences

By Aspect Software and Healthcare Intelligence When speaking of the optimal patient experience, many healthcare organizations focus solely on direct patient care initiatives. Only recently...

Contact Center Metrics – Setting the Bar for Better Patient Experiences

Defining Key Performance Indicators Key Performance Indicators (KPIs) are metrics that are put in place to ensure that patients are being serviced in a timely...

Workforce Management for Healthcare: A Prescription for Successful Work Life Balance

Forecasting for your staff can be very complicated, especially in a healthcare call center environment. Patient call volumes are constantly fluctuating; the weather, flu...

Using Workforce Optimization Best Practices in Your Contact Center

At the last roundtable hosted by CRMXchange, I had the pleasure of participating alongside several of my peers from Enkata, Intradiem and NICE to...

Beyond Onboarding: The Need for Systemized Training

What's more expensive for your company? Training or hiring? Especially in skill-hungry fields, like IT, companies are beginning to find that training employees in new...

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