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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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?

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.

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.

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

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.

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

Why Utility Companies Should Embrace Modern Customer Service Technology


Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations. Tuning your Antenna for Personalization.

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.

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.

Are you using secure speech recognition in your mobile messaging app?


Every day, Americans send billions of text and mobile messages—and the “just text me” movement has spilled over from our personal lives to the workplace. Healthcare Dragon speech recognition health IT security

How TeleDirect Call Centers Can Boost Your CMS Star Rating


From insurance firms to healthcare firms and beyond , TeleDirect’s multi-industry expertise is an indispensable element of everyday business operations. Reducing costs is a big part of an enjoyable healthcare experience.

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.

Why AI Needs to Vary by Industry

Revation Systems

Healthcare and banking in particular are great examples of the various ways AI can improve engagement based on the specific needs of an industry. Yet even in healthcare, non-humanistic AI is helping nurses spend more time where it truly matters (i.e.,

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

” He also shares some insights on the need of and the way for every organization in the healthcare industry to become customer-centric. How did the transition from a gold medalist in Computer Science engineering into a healthcare leader happen?

Hero Honored by the eHealthcare Leadership Awards

Hero Digital

Our work with UHS has bridged their incredible in-person treatment with their online presence to provide care from the first click. — Read more about the UHS site design or check out our healthcare service offerings. News Healthcare

Oracle CX Factor includes Ron Kaufman’s Questions for Senior Leaders at IBX and Clorox

Up Your Service

Independence Blue Cross shapes Healthcare for the Future. Listen for Brian’s reply to Ron Kaufman’s question about shaping to the healthcare ecosystem today, and tomorrow. How does Independence Blue Cross shape customer experience?