Uniphore
JANUARY 21, 2022
Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. And patient satisfaction counts. out of 100.
Myra Golden Media
APRIL 11, 2023
One way to implement a data-driven approach is by measuring and tracking key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction. Another way to implement a data-driven approach is by conducting customer surveys and collecting feedback.
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Calltools
MARCH 6, 2024
Reduces Average Handle Time The average handle time (AHT) refers to how long it takes to resolve customer requests. The result is less time asking for information, which enhances agent efficiency. In turn, this means reduced average handle time for all calls.
CCNG
JANUARY 4, 2023
Healthcare Insurance, 35.6% Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. Retail (Click & Mortar), 46.6% Technology, 39.4% Utilities, 37.6% This sort of performance failure can lead to customer dissatisfaction, complaints, and defections.
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Uniphore
JANUARY 24, 2022
In fact, 91 percent said they were likely to quit‡ in a recent survey, with nearly half citing stress and inadequate training. It’s time to rethink real-time agent coaching—with AI-powered agent assist technology. Average handle time cut by 2 minutes for a healthcare service leader. The list goes on….
Uniphore
DECEMBER 17, 2021
The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.
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