Voice of the Customer

Taking a patient access center from good to exceptional can seem daunting, especially since it’s hard to understand where to begin. Start by listening to your patients: They are telling you not only how to fix your contact center’s problems, but how to design the optimal patient access strategy.  Consider the following indicators:

55% Customers use 10+ channels

89% Companies expected to compete primarily on customer experience

41% Customer who post contact center experience on social media

By differentiating your patient experience with a voice of the customer program, you can stay aligned with your customers’ needs and expectations, while keeping an edge on your competition.