Presbyterian Healthcare Services: A productivity success story
Channel: Genesys
Date: 2021-11-03

We spoke with Lourdes Nevarez, Director of Workforce Strategy at Presbyterian Healthcare Services, about their recent #CX Team Mobilizer win and the importance of putting their customers first to improve every interaction.
 
Presbyterian is a multi-specialty medical group in New Mexico with nine hospitals, more than 900 providers and a statewide health plan.
 
“Genesys is more than just technology. They’re partners in helping us achieve success for employees, patients and members.”
 
Switching to Genesys Workforce Engagement Management has resulted in:
33% increase in agent utilization
Up to 65% decrease in abandonment rate
Improved schedule flexibility for agents
 
Learn more about how Presbyterian Healthcare Services is maintaining tight control over its performance and resources to deliver exceptional experiences:https://gsys.cx/3k2v9Tt