Article

Unlocking a Successful Patient Experience 

See how healthcare and health tech organizations can unlock the full potential of cloud contact centers, leverage automation for a better patient experience, and drive and retain member satisfaction.

According to a report in Healthcare IT Today, the top priorities for healthcare leaders include: EHR optimization, data analytics, artificial intelligence, patient engagement, and more. But what unifies these priorities? Deep patient insights driven by contact center interactions. If delivering optimal care and support is only as good as the insight into the patient’s situation, then it is imperative that agents are empowered and equipped with cloud-based toolsets to provide a positive patient experience.

See how healthcare and health tech organizations can unlock the full potential of cloud contact centers, leverage automation for a better patient experience, and drive and retain member satisfaction.

Resource Challenges

The troubling truth is that while 70% of decision makers agree that contact centers are critical to their success, only 25% are content with their contact center performance, according to a new study by Forrester. Furthermore, due to technical complexity and lack of resources, leaders are left frustrated and at a loss after migrating to the cloud with only 23% of survey respondents saying they experienced a completely successful migration to CCaSS solutions. This, combined with low optimization rates, means that many healthcare organizations are left struggling in their transitions, keeping them far from their goal of achieving best-in-class patient experience.

The Full Potential

Cloud toolsets facilitate and improve ongoing usage and adoption while ironing out experience-related issues for all users. This gets organizations closer to delivering an improved service experience for members by:

  • Bringing together a-single-source-of-truth with sentiment analytics and automated actions. 
  • Delivering a full journey visibility by unifying EHR data, real-time and historic contact center data, and interactions from multiple communication channels. 
  • Empowering care teams to give agents a view of every interaction, coupled with real-time guidance and coaching. 

Understanding the most value from your cloud migration is top priority. SuccessKPI can help you transform patient care, deliver thoughtful service, and empower your care teams.  

See how healthcare providers are transforming patient experience today. 

About the Author

Sherry Deets is a Senior Account Executive at SuccessKPI. Sherry is passionate about building long-lasting client relationships and driving measurable business results.