Today’s healthcare providers and life science organizations need to achieve high customer satisfaction. After all, 22% of “extremely loyal” patients said they would be willing to switch to a competitor for a better experience (source: PYMNTS 2021 Healthcare Payments Report).
Healthcare members expect immediacy and convenience, connecting with you via multiple channels— and shifting between them. But this can prove a major challenge when systems, agents and resources are stretched.
Keeping people’s sensitive information secure is critical too, especially as contact centers process a wealth of Personal Health Information (PHI) and Personally Identifiable Information (PII), including payment card details. Any data breaches can be devastating for patient trust and brand reputation, often leading to class-action lawsuits and fines.