Guest Blog: How to Create Customer Loyalty in the Healthcare Space


This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration.

Chatbots’ Impact on Banking and Healthcare

Revation Systems

Let’s take a look at how chatbot technology is impacting customer support in the banking and healthcare industries. Healthcare Chatbots. Just as in banking, chatbots serve an important role in healthcare where patient conversations and steps are likely to be longer and more detailed.

2 Things I Learned About Personal Connection From 3 Nurse Technicians

Myra Golden Media

Over the last fortnight, I’ve watched Eli and Kodjovi from Togo, Africa, and Kimberly from Claremore, Oklahoma, all nurse technicians, serve my dad with personal connection and enthusiasm. Personal Connection is Intentional.

The Healthcare Call Center Metrics That Help Improve Care Outcomes

TLC Associates

Your healthcare contact center team needs to have a good “bedside manner.” And they want any representative of a healthcare provider or payer to communicate with them in an engaging way. When healthcare organizations deliver, they promote a higher level of quality care and increase their bottom line. The following healthcare call center metrics will help you identify ways to improve your care outcomes. In the healthcare industry, word of mouth is a powerful force.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

personal liability, and 69% expect compliance staffing costs to rise1. healthcare) to 65% (consumer electronics). for something more mission-critical such as a person’s health or. eGain clients “ease” (into AI) An integrated healthcare payer and provider in the US tried out.

HIMSS 2019: Healthcare’s Next Big Moves

Revation Systems

Advancements in technology have significantly changed all aspects of the healthcare industry, resulting in higher-quality, more convenient care to patients. to collaborate on and discuss the healthcare industry’s next big moves as digital transformation continues to escalate.

Four Tips for Improving Customer Service in a Healthcare


This is why handling call center conversations within the healthcare field requires a unique set of skills. In order to ensure that communication is as positive and productive as possible, here are a few tips we think all call center agents working in the healthcare space could benefit from.

Digital Communications in Healthcare: A Perfect Day


The typical healthcare journey no longer begins and ends in the waiting room. Rather, it unfolds over time, across many scenarios, touchpoints, and communication channels—each interaction designed to provide a unique experience to each participant, delivering the right information to the right person at precisely the right moment. The sum of these interactions comprises the modern healthcare experience, enabled by programmable communications.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience


In 2010, the boys over at Apple released Siri that astounded the world because for the first time you had a super-commercial chatbot/personal assistant that was so easy to have the mass market adapt to. A Personalized Guide to Help Out Your Customers. People love personalization.

Revolutionizing Service Culture in the Healthcare Industry

Up Your Service

In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Healthcare organizations must partner more closely with their patients, with organizations in the public sector, and with each other, to deal with the new challenges and expectations.

3 Ways Healthcare Engagement Models Differ from Other Industries


3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Healthcare.

Patient-First is the Path Forward for Healthcare Providers

Hero Digital

But for healthcare providers (HCPs), there’s an added layer of complexity – the “customer” isn’t just one type of person. And historically, healthcare websites tend to showcase those internal customers more than the most important customers of all: the patients. News Healthcare

Healthcare Organizations: When Accurate Scheduling is Essential, Workforce Management Delivers

Monet Software

The healthcare industry is struggling with a workforce shortage at the moment. The labor situation places an extra challenge on healthcare contact centers, which must allocate limited human resources with optimal efficiency, so patient service is not jeopardized.

Healthcare customer service and compliance


The rising costs of healthcare in the U.S. Much like other industries, increased competition and technology are making healthcare options more competitive. Balance Sensitive Customer Data with Offering Personalized Service. have been a topic of concern for quite some time.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. The post What Consumer Goods Companies Can Learn From Healthcare.

CX Conversations Episode #1 – The State of Customer Experience in Healthcare with Rajarshi Sen, Manager, Operations & Strategic Initiatives at Kamineni Hospital

Customer Guru

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare.

The future of healthcare CX is in the palm of your hands


Recent research suggests that the average person swipes, taps, and pinches their phone screen 2,617 times per day (or about. The post The future of healthcare CX is in the palm of your hands appeared first on ForeSee. Healthcare Insights Mobile mobile CX

Industry Expertise Boosts Effectiveness of the Service Experience in Healthcare


The digital disruption in healthcare is here. Pair that with the ever-growing trend toward digital communication platforms and the shrinking population of medical professionals staying in the field, and it’s clear that a specialized, efficient and digitally diverse service system is needed to thrive in the healthcare industry. Some major systems such as Medicare have begun using assessment tools like star ratings to measure the value and effectiveness of their healthcare plans.

In Healthcare, When Are Video Interpreters Preferable to Telephone Interpreters?

Certified Languages International

There is no dispute that using an interpreter in a healthcare setting improves the quality of care for a limited English proficient (LEP) patient. ” Related: Why Healthcare Providers Need to Embrace Remote Interpreting.

Call Center Software for Healthcare Industry – Keeping in Step with Changing Times


Times have changed and healthcare industries face the pressure of delivering exemplary services to a growing number of patients. Communication is one of the backbones of healthcare services, especially in large multi-department hospitals with a high number of patient footfalls each day.

3 Requirements You Should Have for Your Healthcare Contact Center

Outsource Consultants

A recent article by John Nash discusses how retail companies keep up with trends in customer engagement, but healthcare organizations often lag behind. In other words, the healthcare industry is due for a disruption similar to how Amazon has done it in the retail space.

Secure Unified Comms for Healthcare: How to be the Salesforce in a Siebel World

Revation Systems

The healthcare industry is not exempt from this notion, particularly when it comes to patient/provider communications. The post Secure Unified Comms for Healthcare: How to be the Salesforce in a Siebel World appeared first on Revation Systems.

Isolated Seniors and Telehealth: Enabling Better Connections

Revation Systems

Over the last several years, telehealth services have become an efficient (and increasingly popular) way to access healthcare as today’s tech-savvy consumers are more inclined to connect with their healthcare providers through text messaging, video visits and patient web portals.

Understanding Patient Feedback: A guide for Healthcare Professionals


Healthcare providers often learn how they’re doing directly from their patients in person. Like other online review sites, there are several healthcare provider review sites. Physicians can use healthcare reviews written by patients as a framework for self-evaluation.

Why Next-Gen Omnichannel is the Catalyst for Value-Based Healthcare


There’s no denying that value-based healthcare is revolutionizing how healthcare is delivered and paid for. This patient can be routed to an agent with specific training on the procedure and all necessary requirements to help the patient navigate her current healthcare needs.

Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know


Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know. Today’s Healthcare Consumer. More and more, today’s healthcare consumer is educated, working from the informed decision-making vantage point. Healthcare.

The expanding threat of phone fraud


Stolen personal information can lead to unnecessary or inaccurate diagnoses, the inability to get health insurance, or the denial of medical services, which can be life-threatening. If we’ve learned anything from the past few years it would be that phone fraud doesn’t discriminate.

Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?


The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways.

Virtual Care, Future of Care and the Mobile Workforce — A Discussion with Revation CEO Perry Price

Revation Systems

This is why I was so excited to get the time to sit down with Perry and pick his brain about healthcare’s hot topics — virtual care, the future of healthcare and the mobile workforce. What is the future of Virtual Care in healthcare?

Mobile and SMS – A New Hope in Patient Engagement


We can all agree that mobile technology and consumer channels have made a strong footprint in healthcare. If we compare this technology to other consumer sectors including financial, travel and retail; healthcare has a way to go—but they are on the right path.

When It Comes to Security, Consumers Must Show Vigilance

Revation Systems

Whether it’s cyber hackers gaining access to Target’s confidential customer information or the State Department’s email breach exposing employees’ personal data, public awareness of the potential dangers lurking inside the cyber sphere has never been greater.

NGPX & CIO Summit Takeaways


Healthcare IT and Administrative decision-makers nationwide are all grappling with repercussions of patient consumerization. A common statistic cited at both conferences was that healthcare is 10 to 15 years behind all other industries in the ability to support omni-channel communication. .

International Women’s Day is about… You and Your Story


You’ll read and hear many stories about International Women’s Day – what the day means, why it’s important…and there are many good stories to inspire all of us to focus on achieving gender equality in our personal and professional lives. Healthcare healthcare

The Cost of a HIPAA Audit

Revation Systems

Healthcare organizations are uniquely positioned for an even larger risk of cyberattack because of the nature of cloud-based patient information. Vendors providing services to healthcare systems are also at risk of data being stolen and now face the need to secure their own services.

Changing Consumer Expectations: 5 New Customer Service Faux Pas to Avoid


On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience. A Complete Lack of Personalization.

Helping the Everyday Heroes


Caregivers are the people who are often the critical linchpin between an individual care recipient, healthcare teams and social services systems. . Healthcare and social service providers have to communicate with people where they are.

Looking at phone fraud and caller authentication in 2019


With more personal identifiable information being sold over the dark web, moving forward social engineering will be the leading threats facing call centers. . An increase in healthcare fraud. When it comes to fighting phone fraud, contact center professionals are always looking ahead.

Salesforce Empowers UCSF to Study Benefits of Personal Approach to Breast Cancer Screening

Natalie Petouhof

million from the Patient-Centered Outcomes Research Institute (PCORI) to investigate whether a personalized approach to breast cancer screening is as safe and effective as annual mammograms. Annual screening will be weighed against a personalized schedule of screening based on each woman’s individual risk. Women will be invited to be randomized (assigned by chance) to either the personalized or the annual screening arm.

Chatbots—Just What the Doctor Ordered


Just months later, Florence has evolved into an automated personal health assistant that helps more than 2,000 people every day with the ability to offer compliance reminders, provide additional medication facts, and even explain what to do in the event that a user misses a dose.

Your Patients are Customers – Treat Them Like It

Hero Digital

Many healthcare companies are lagging behind on the urgent need for customer experience management in their organizations. A study from PwC shows that just 49% of consumers say that the healthcare customer experience is satisfactory. Marketing & CX Strategy Healthcare