How to provide better customer service through the use of communications technology took centre stage in the new Care Home Management magazine webinar.
A survey has also been launched to poll care homes’ views on the challenges ahead for care homes in customer care in 2021. Use this to have your say via the short survey.
Sponsored by Moneypenny, a leading outsourced communications partner, the webinar featured five experts in care home customer service communications. The participants are: 2020 Care Home Awards winner for Communications, Parklands Care Homes group, represented on our panel by Jackie Macrae of Parklands Innis Mhor care home in Tain, near Inverness; Jacqui White, marketing director of Care UK, whose Tor-na-Dee home in Aberdeen was a finalist in the same category in 2020; the 2019 Care Home Awards winner for communications, Canwick House Care Home, represented by home manager Catherine Paul; Daniel Casson from Digital Social Care, and Stephanie Vaughan-Jones from Moneypenny.
Among the topics discussed are: How COVID has changed care home communications, including the need to manage increasing call volumes, longer calls, more appetite for live chat; the role staff can play in customer service and showcasing care home care; how to improve staff call-handling, the role of technology in customer service and, finally, the main communications challenges of 2021.
Our panel of care homes shared their own experiences of communication during COVID-19 and offered their own hints and tips on how to handle the increased need for information from families and residents separated by the restrictions imposed by the pandemic.
Take a look now, and don’t forget to share your views and expertise by taking part in our survey.
The discussion was chaired by Care Home Management magazine editor Ailsa Colquhoun as part of our series of expert podcasts. Topics discussed recently include regulation and compliance and digital transformation.