The healthcare landscape is constantly changing. This makes it increasingly challenging for providers and payers to keep pace with patient care expectations and regulatory compliance requirements while continually improving operational efficiency. Many are turning to CallMiner Eureka interaction analytics to provide insights that will positively impact the patient experience – both outcomes and satisfaction, as well as drive down costs.
Patients are more reliant today on healthcare services than ever before for everything from scheduling appointments, to getting insurance and billing questions answered. Along with their experience while receiving care, patient satisfaction is contingent on how well healthcare providers and payers perform while providing these other services.
To ensure great experiences throughout the entire patient journey, it becomes critical that contact centers meet patient expectations during every interaction. CallMiner interaction analytics automatically monitors, analyzes and scores 100% of interactions – whether they are calls, chats, email, or social media. It reveals insights on clients as well as agent behaviors that impact business outcomes.