Article written by guest blogger Catherine Landers
Customer experience has never been the same since technological innovation became the norm, bringing with it a wealth of advancements across various industries. From the use of Virtual Technology in
This ever-evolving sector deals with countless challenges on a daily basis, which different forms of technology — such as wearables for patient monitoring and virtual reality for training would-be doctors — aim to address. As the health industry continues to adapt modern methods, Maryville University’s industry outlook for healthcare managers touches on the increasing importance of proper tech solutions that cater to patients’ individual needs. When tackling the subject of human health, efficiency and accuracy are crucial, and could very well be the things standing between life and death. On that note, a service that can provide healthcare workers with meaningful insights about patient interactions while also improving patient experience can only be advantageous. This is where speech analytics can come in.
A solution that gives healthcare organizations valuable insight into interactions between patients and call center representatives, speech analytics can be the key to improving the patient experience. Here are some reasons why:
Immediate data collection
Obtaining important healthcare information no longer just happens face to face. More often than not, patients choose to drop a call or send a message before popping in the clinic for a check-up. Or worse, they self-diagnose using their own internet resources. Not only does this have the potential to be scarily inaccurate, but this also allows data to get easily lost in translation. Speech analytics can address all these needs, and more. A comprehensive system such as Versadial’s call recording and monitoring solutions can record incoming and outgoing calls so it can be accessed by representatives anytime, without having to bounce information from others back and forth.
Help providers stay compliant
In the healthcare industry, there can be a lot of red
Utilize patient feedback
In an article on The Wall Street Journal, a personalized experience with doctors and healthcare providers ranked as the most important aspect of healthcare to patients. In clinics and hospitals everywhere, impersonal interactions are no longer welcome and patients have a desire to be heard and understood. With that, it becomes all the more significant to take patient feedback into consideration, especially with all the scrutiny that healthcare providers face everyday. Speech analytics can automatically monitor and analyze patient interactions across all channels — whether via a phone call, live chat, social media, or email. It can map out the entire patient journey, allowing providers to pinpoint areas of improvement and build towards an overall better customer service.
Determine root cause of issues
In line with the feedback loop that speech analytics creates, it assists in uncovering the root cause of problems that lead to
Article written by Catherine Landers
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Last Updated on October 30, 2020