White Paper The Importance of Agent Assessment in a Hospital Contact CenterExcellent patient care and a positive patient experience are the top priorities for healthcare systems. It is also an important business aspect because the feedback from patient surveys can negatively affect the system's reimbursements from the Centers for Medicare & Medicaid Services (CMS). Because hospital call center operators perform various important tasks, often helping patient callers in high-stress situations. They also usually serve as the nerve center for ongoing communications. Patients' experiences with call center agents influence their perceptions of a healthcare organization. It is essential for contact center supervisors to have the ability to assess their operator's performance and provide guidance

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