Month: January 2023
2023 Trends: Automation in the Healthcare Contact Center
Maria Edington
When it comes to healthcare contact centers, automation is far from new. From the basic switchboard that was patented in 1891 to the automatic call distributor (ACD) algorithm introduced in 1950, the creation and application of artificial intelligence (AI) to autonomously control call distribution has made the modern contact center possible. So, why is automation — a…