Call flow, First call resolution, industry standards and Metrics

Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

JANUARY 21, 2022

Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2

Healthcare

Healthcare Call flow Average Handle Time First call resolution

The anatomy of an effortless customer interaction

Tethr

OCTOBER 2, 2020

It might surprise you to read this, but “I don’t think service leaders need to be sold on the notion that issue resolution is important, ” shares our SVP of Product Research, Ted McKenna. What’s interesting to note about this one may have immediately become apparent if you’re looking at the call flow illustration above.

Customer effort

Customer effort Customer Care Coaching Surveys

Customer Contact Central

Top 5 Conversational Automation Considerations for Healthcare CX Providers

The anatomy of an effortless customer interaction

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