2008 Contact Center Client Survey

HealthLine Systems has offered several learning opportunities during our 21 year history. Over the past five years, we have held 23 web-based seminars, "Webinars", and two Leadership Summits in support of Sharp Focus® and EchoAccess^TM clients. Your Client Advisory Panel has requested your feedback to understand your educational needs more fully.

Please take a few minutes to provide us with your response to the following eight questions about our educational offerings. All respondents will be placed into a drawing for a $100 gift certificate to Amazon.com. Your feedback is valued. Thank you!

* Indicates a required field.
* First Name:
* Last Name:
* Organization:
* Email:
* Confirm Email:
* Phone:

1) Learning Venue
Please indicate your preferences:

	I prefer 60 minute Webinars (40 minutes of content plus time for questions/answers)
	I prefer 90 minute Webinars (60 minutes of content plus time for questions/answers)
	I prefer an annual Client Strategy Forum focused on product features and functionality (1-2 day forum before annual national conference of Physician Referral and Health Information Call Centers)
	I prefer an annual Leadership Summit focused on contact center effectiveness and outcomes (San Diego 2½ day conference as in 2004 and 2006)
	I prefer short tutorials on using product features and functionality (A Webinar to walk through specific software functionality with a group)
	Other: (200 chars max.)

2) Webinar Topics
Over the past two years we've held 12 webinars supporting clients with Sharp Focus® and EchoAccess^TM. Please check if you attended, AND if the session was valuable.

Coaching / "Ask the Experts"

Attended: was valuable: "Ask the Experts!" - featuring the HLS Client Advisory Panel (2007)

Attended: was valuable: "Ask the Experts: Solve Tough Challenges with the Client Advisory Panel" (2006)

Strategic

Attended: was valuable: "Integrate a Contact Center into your Enterprise Engagement Strategy" - featuring AtlantiCare (2007)

Attended: was valuable: "How your contact center can intentionally support your strategic plan" -featuring Akron General (2006)

Attended: was valuable: "Benefits of an Integrated Source of Truth" (2006)

Case Studies

3) Topic Themes
Which topic themes do you prefer?

	I prefer Coaching / "Ask the Experts"
	I prefer Strategic / ROI
	I prefer Case Studies / client success stories
	I prefer Product Specific tips and tricks
	I prefer a mixture of all of the above

4) Specific areas you'd most like addressed
Which of the following content would you most value in future Webinars? Check all that apply, and please share your most difficult current challenge for which you would appreciate assistance from someone who has successfully addressed this issue.

Summary of all educational and mentoring resources available to me online

*

I want to learn about the following Sharp Focus® functionality
please specify (200 chars max):

*

I want to learn about the following EchoAccess^TMfunctionality
please specify (200 chars max):

How to build internal credibility with my call center

Benefits of adding clinical content

Summary of consult / physician-to-physician referral

Summary of Web enablement capability

Summary of physician liaison capability

Summary of revenue reconciliation capability

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Other content areas you'd like addressed (200 chars max):

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Right now, my most difficult call center challenge is (200 chars max) :

5) As a result of attending the Webinars.
Our goal is for our clients to achieve uncommon results with our contact center solutions. Please tell us, as a result of attending the Webinars we.

Have implemented new things we've learned AND measured results and are pleased

Have implemented, haven't measured results

Have thought about implementing, have not yet done so

Have barriers to implementation; not sure where to start or how to gain buy - in to get it done

Have implemented, measured, and haven't seen results we anticipated

Haven't implemented any new things, but gained knowledge that will help me and my contact center

Didn't find anything new to implement

Not applicable, we did not attend any of the Webinars

6) Client case studies
Many of our clients are pushing the envelope for health care contact center impact. Please tell us about one best practice or significant success that you've experienced with your contact center (200 chars max):

7) Would you be interested in sharing?
We would like to hear from you, and perhaps showcase your achievements! Please indicate your preference:

I would like to present a webinar to showcase my organization

I'm intrigued, let's talk! Please call me

I don't want to present, but I would be happy to be interviewed during a Webinar to share my story

I don't want to present, but I would like share my story in a written case study

Webinar downloads
Eighteen of our previous 23 webinars are available on the help desk for review and download. You may download both the audio as well as the PowerPoint presentations. Please provide your assessment:

I have downloaded webinars and found them helpful

I have downloaded webinars and did not find them helpful

I have never downloaded webinar

I did not know that webinars were available online for download

9) Open forum!
What educational resource would be of the greatest benefit to you? Enter your thoughts here (200 chars max):