Healthcare organizations often struggle to gain an actionable understanding of the Voice of the Customer, making it challenging for them to create positive experiences that resonate with and help retain customers, members, or patients.
This eBook highlights the ways in which healthcare organizations can begin analyzing customer interactions and feedback from sources such as contact center calls, complaint notes, grievances, social media conversations, and survey responses to more accurately gauge CX across the customer journey.
Download now to learn how customer experience insights can help improve the overall member experience and increase contact center efficiencies by considering:
- Resolution and Complaint Management
- Provider Experience
- Patient Experience
- CAHPS Scores