According to a recent report, a continuous loop of disruptions impacts 20% of customer interactions in healthcare, with nearly half of these disruptions delaying or preventing patient care. However, organizations using conversational intelligence to listen to and analyze the voice of the customer (VOC) are realizing benefits, citing a 25% increase in first-call resolution rates and […]
Is Data the Achilles Heel of AI?
As Benjamin Franklin once said, “Nothing is certain except death and taxes.” Add this 21st-century irrefutable fact: The world can’t live without data. With its numbers, characters, facts, and statistics – the operations performed, stored, and analyzed – data has become an irreplaceable facet of daily life. We use data to identify strengths and weaknesses. It helps […]
Improving Customer Experience with Data Storytelling
Each day, one in four health care customers becomes stuck in their customer journey, unable to resolve their issue. This situation creates tremendous frustration for the customer; even worse, the customer might give up, switch providers, or miss a treatment or therapy, risking their health and leaving with a negative customer experience. By uncovering the root causes […]
4 Key Approaches to Using Data Analytics for Social Determinants of Health
Every day customers are calling health care call centers, providing visibility into their daily reality – without even being asked. Whether or not you’re listening, customers are sharing details about the social factors impacting their health care decisions within every interaction. These factors, both positive and negative, are called social determinants of health (SDOH) and include: Access to […]