Why Effective Call Navigation is Imperative for Health Systems

Complex call navigation stands between healthcare consumers and the resources they need. According to WebMD, first-call resolution across industries is 74%, but for the health sector, leaders estimate 20%. This is partially due to the intricacy of healthcare organization phone systems. Call steering guides patients, caregivers, and loved ones through the maze. Vanity numbers provide a single… Continue reading Why Effective Call Navigation is Imperative for Health Systems

The Resurgence of the Voice Channel

In healthcare, 70% of consumers contact hospitals and clinics by phone. Caller experiences must be efficient and seamless for patients to feel satisfied. For contact centers to increase self-service, and effectively navigate callers, simplicity is key. Fast and easy communication is vital, especially when patients and caregivers need to address pressing healthcare issues. The phone… Continue reading The Resurgence of the Voice Channel

Improving Patient Experience with Conversational AI

In the first 30 seconds of a patient’s interaction with your health system, you’ve set the tone for the remainder of their engagement – for better or worse. First impressions count. According to a Harvard study, it typically takes eight subsequent positive encounters to overcome a negative first impression. In healthcare, 70% of people’s first point of… Continue reading Improving Patient Experience with Conversational AI