In this clip, Burg Hughes from GE Healthcare discusses vast improvements in the quality of their agent calls and the level of customer experience. He says GE Healthcare conducted quality assurance monitoring and saw significant improvements in both their agent proficiency time and error rate. Their numbers went from 6 months to less than 3 months of proficiency.
GE Healthcare cut training time by 50% following KMS Lighthouse implementation. Burg notes, “We live and die by the error rate.” Even something as simple as asking for a purchase order when it’s not needed is delaying patient care. Previously, we were at 6% error rate. Following KMS Lighthouse, we are down to 0.11% error rate. Lives are better every day because of what we’re doing with KMS Lighthouse.
