What We’ve Been Missing
This week I am talking to Tom Goodmanson CEO of Calabrio (@Calabrio), a customer focused contact tracing solution provider that has been workmen with state and local health and government technology leaders to rapidly build out contact tracing operations and manage the agent workforce.
Tom has a very personal connection to contact tracing – he sat next to a Middle East Respiratory Syndrome (MERS) infected person on a flight back from London to the US and that experience gave him a first hadn’t window into the challenges of contact tracing and gave him his first incremental insight to connect the activity with his own business area of call centers that demand a human touch.
We face an increasing problem as our COVID19 case count increases at near meteoric rates with associated positive tests that demand we follow with appropriate tracing. Currently, many parts of the countries and public health systems are overwhelmed and struggling to cope and while there are many people stepping in to fill the void as Tom points out this requires a very delicate and humanistic approach. Technology can help support this by improving scheduling to match the 24/7 needs and pulling in additional data as part of the reach out to contacts including location. They then apply machine learning and artificial intelligence to help analyze the data to derive insights on success and learning opportunities especially as they scale up additional people.
But technology only takes you so far and the concept of phone-based applications that will save the contact tracing problem is not practical for many we reasons as we discuss. Listen in to hear his incremental insights that include the importance of a humanistic approach and great “bedside manner”.
Listen live at 4:00 AM, 12:00 Noon or 8:00 PM ET, Monday through Friday for the next week at HealthcareNOW Radio. After that, you can listen on demand (See podcast information below.) Join the conversation on Twitter at #TheIncrementalist.
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