How AI-Powered Training & Performance Platform Boosted Healthcare Appointment Rate by 20%

When a U.S.-based healthcare business was trying to create a smoother start for new contact center agents, the organization decided to implement iCoach, the AI-powered training and performance platform introduced by Iterum in early 2026.

Healthcare appointment setting is a complex and sensitive process that requires the ability to manage patient interactions with empathy and efficiency while navigating privacy requirements and accurately capturing medical and insurance details.

Time Savings and Improved Agent Coaching

By implementing iCoach, the organization’s contact center managers could seamlessly monitor agent performance and no longer had to spend hours manually pulling performance metrics in preparation for training and coaching them.

iCoach uses the power of AI to deliver performance metrics and rapid analysis in real time, giving managers at-a-glance information they can use to target specific areas in need of improvement. iCoach also provides agents with easily accessible information, documents and performance tracking. With iCoach, agents reach proficiency in less time and have the metrics they need to pursue continuous improvement.

For the client, iCoach was also a rapid source of bottom-line benefits. Within two weeks, the number of calls per billable hour and the number of appointments per hour had climbed.

Iterum and iCoach for Patient-Focused Solutions & Better Health Outcomes

At Iterum Connections, we provide healthcare and medical contact center outsourcing that streamlines operations and shrinks administrative burdens with high-quality, efficient and effective patient interactions, including multilingual assistance.

Read the full case study to learn more about how our AI-powered training and performance platform transforms contact center performance and customer experience without adding any additional client costs.