Healthcare and customer experience leaders convened at the Chicago Marriott Downtown Magnificent Mile from September 21 to 23, 2025, for the Customer Contact Week (CCW) Healthcare Executive Exchange. The event focused on the challenges faced by healthcare organizations in managing fluctuating demand, meeting compliance requirements, and maintaining high levels of patient care while controlling costs.
Liveops was represented by Jay Arthur, Vice President of Sales, and Melissa Bernauer, Senior Director of Healthcare. They joined other executives to discuss strategies for the future of healthcare customer support.
Jay Arthur participated as a guest speaker in a session titled “Scaling Smarter: The Future of Flexible Customer Service.” The discussion centered on how healthcare organizations can remain agile while ensuring compliance and patient trust. According to Jay Arthur, "In healthcare, an interaction is never 'just a call'—it’s a moment where trust is earned or lost." He highlighted the need for flexible support models that allow organizations to quickly adjust staffing levels during periods of unpredictable volume such as open enrollment windows or public health events.
Arthur also spoke about integrating technology into workforce planning. He noted that using artificial intelligence and real-time analytics enables more precise scheduling to match agent coverage with actual demand patterns. This method helps maintain service level agreements (SLAs) and reduces unnecessary spending.
A key topic in the session was maintaining quality and brand alignment within flexible models. Attendees discussed their experiences with upholding brand voice and compliance during rapid scaling. The conversation included best practices for ensuring empathy and accuracy at scale.
The session concluded that healthcare leaders require not just additional agents but a model combining flexibility, technology, and quality controls. Participants left with ideas on turning operational variability into an advantage.
The event emphasized that traditional fixed contact center models are no longer sufficient for handling unpredictable demand in healthcare. Instead, adaptable networks supported by data-driven scheduling and empowering technologies are seen as essential moving forward.
Networking opportunities at CCW Healthcare allowed attendees to engage in curated discussions and case studies relevant to industry challenges. The smaller setting facilitated deeper exchanges among peers.
Looking ahead, scaling smarter remains a top priority for healthcare organizations facing ongoing volatility and rising expectations from patients. Liveops expressed its commitment to supporting these efforts through fast, compliant, and empathetic customer service strategies.