Healthcare
Patient Engagement Priorities include meeting increased patient expectations, empowering clinicians and staff to respond better to patient care needs; creating continuous, proactive relationships with patients; and making patients their own advocates and involving families and communities to encourage the same.
Add voice data to the healthcare company data package to significantly enhance patient insights and tick off the list of patient engagement priorities.
Challenges
- Rapidly emerging tech for the healthcare space
- Aging population – by 2050 the number of people aged 60 or more will more than double from 900 million to 2 billion
- Shortage in healthcare workers – 2030, potentially 14 million workers worldwide
- Hospital in the home (HITH) or geriatric in the home (GITH)) – understand the rising/emerging issues (i.e falls, multiple calls per patient).
- Track key content/themes
- Track contact hours
- Predict patient outcomes (i.e mental health)
- There will be a focus on mental health conditions and substance abuse disorders.
- With the rise of Telehealth, Big-box stores and atypical organizations will dive headfirst into the healthcare industry.
- Physician groups will gain the upper hand over hospital systems.
- Drive an ethics/trust-based relationship with patients (i.e. Telehealth)
Actionable Outcomes
Enhance NPS
Create predictive patient NPS to enhance patient insights via access to all of the customer conversations and ensuing voice data.
Supercharge Customer Journey
From thousands of customer conversations supercharge your patient journey’s strategy – add voice data from patient conversations to create a unified patient profile and a subsequently improved and personalized patient approach.
Improve Marketing ROI
With voice data being added to the data mix gain insights into triggers and events to improve marketing ROI
Increase Revenue
Increase revenue per patient by better understanding buying opportunities uncovered by analysing voice interactions
Improve Key Journey Experiences
Improve key journey experiences in areas such as telehealth interactions with conversation insights.
Assess Customer Sentiment
Assess customer sentiment across contact channels by analyzing tone and sentiment of conversations and achieve outcomes like predative patient experiences (i.e in the mental health sector)
Automate QA
Automate QA processes to assess 100% over voice interactions to manage conduct, culture and compliance .
Real-time Agent Engagement
Track virtual real time employee engagement via emotion and sentiment analytics of conversations.
Understand Context
Ascertain the context of voice calls on key events (i.e. Coronavirus)
Harness customer insights for product improvement
Track customer interactions for insights around product improvement from conversation insights.
Unlock opportunities for cross-sell and upsell
Analyze voice interactions to unlock more effective cross-sell and up-sell.
Ensure Patient Loyalty
Ethics – Acoustic and Linguistics analytics capability to assess/measure patient trust in provider interactions
Discover the potential ROI from your Call Journey investment.
Call Journey ROI Calculator
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