Listening to customers is critical for healthcare organizations to ensure they’re delivering high-quality care to their patients. Sure, the traditional methodology of doing so via surveys can increase customer retention and profitability. But much like evolving from analog to digital, there’s a better way to listen to patients.

Surveys don’t work. The responses nearly always lack context, and asking an already frustrated patient to answer a few questions skews the results.

Conversational intelligence—that is, using speech analytics to listen at scale—tells more than any written survey and is a must for all patient-focused healthcare organizations. While conversations happen in many places throughout a healthcare organization, contact centers already record customer conversations, making them the perfect place to apply conversational intelligence.

Let’s dig deeper into three ways conversational intelligence enables healthcare organizations—especially their contact centers—to use patients’ voices in the boardroom to increase positive outcomes.

 …