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Moving from a Transactional to Patient-centric Customer Experience 

A life sciences company wanted to transition their contact centers from a transactional approach to more patient-centric customer experience. To do this, they needed help to better understand the current patient experience journey so they could make strategic, efficient changes.    

Authenticx in Action  

Authenticx used AI to perform random sampling of recorded patient interactions with Smart Sample. Then in monthly insights sessions, teams met to review the data and listen to montage to assess how quality scores were improving by agent over time.  

The organization aimed to have a 95% overall quality score by monitoring patient-centric agent skills. To do this, calls were evaluated for metrics, such as: takes accountability, demonstrates perspective, and proactively listens.  

Quality Score Results | Patient Centric Customer Experience

Result  

From these insights the organization was able to better understand customer interactions and align with outsourced call vendors. Agent quality scores were measured from Q3 2021 to Q2 2022.  

These insights helped drive decision-making in building a patient-centric experience, allowing the organization to improve and meet their quality goal within 6 months.  

Authenticx in Action | On-Demand Video

See Authenticx in Action

Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.


About Authenticx

Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.

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