When Customer Service is a Family Experience
Product Marketing Manager
Director, Customer Experience
Gonzaba Medical Group (GMG), one of the largest premier medical practices in South Texas, believes that everyone deserves a medical care experience where they are treated like family or “como familia". In pursuing this goal, GMG discovered that their current contact center infrastructure was not set up to support the customer care service that made patients feel like family.
In order to stay true to the “como familia” culture, GMG partnered with Five9 to move their call center to the cloud to streamline customer care operations and to allow their agents to provide seamless experiences to patients one call at a time.
The results... well, you have to register for the webinar to find out.
In this webinar, you will learn how the GMG Group:
Gains insight into agent activities with real time alerts and historical graphs
Leverages SMS texting to reduce the rate of “no show” patients
Efficiently modifies agent schedules and schedule training for improvement of agent skills
Uses the pre-built integration with Salesforce to give agents an environment that supports their “como familia” culture
Join Darryl Flores, Director of Customer Experience at GMG, and Peter Milligan, Product Marketing Manager at Five9, to learn why GMG chose Five9 to migrate their contact center to the cloud.