How Effective Communication Helps Organizations Achieve the Quintuple Aim
By Nicole Limpert What is the goal of healthcare? An answer such as “good health” may seem like an obvious response, however, sometimes a simple … Read more
future trend articles
Homelessness in America: How Can Your Contact Center Help?
By Traci Haynes MSN, RN, BA, CEN, CCCTM Homelessness in America occurs in every state and has many causes. According to the January 2017 Point-in-Time … Read more
Secure Text Messaging and Email Security for Healthcare
By Aaron Boatin Most healthcare providers send text messages and emails throughout their day. Unfortunately many choose unsecured methods of transmission. This is bad news … Read more
Voice AI in the Healthcare Call Center
Should We Embrace Technology in Our Medical Contact Centers or Fear It? By Peter Lyle DeHaan, PhD Throughout the history of the call center industry … Read more
Patient Experience Contact Centers Respond to a Confluence of Industry Challenges
By Richard D. Stier, MBA Patient experience failure, the incentivized reduction of avoidable readmissions, increasing rates of physician burnout, and the escalating priority of revenue … Read more
Healthcare Call Centers: An Essential Component in Improving Patient Experiences
The healthcare call center is a vital cog in the strategic success of the health system By Mark Dwyer Throughout my thirty years in the … Read more
The Intersection of Contact Centers and Patient Experience
By Katie Owens, MHA, and Richard D. Stier MBA A large, backlight sign at the entrance to a leading healthcare contact center boldly proclaims: … Read more
Change is the Only Constant
By Gina Tabone MSN, RNC In the year 535 BC, Greek philosopher Heraclitus declared, “The only thing that is constant is change.” For many of … Read more
The Obesity Epidemic – Part II: Prevention and Treatment
By Traci Haynes, MSN, RN, BA, CEN Obesity is one of the greatest public health challenges of this century. It affects more than 600 million … Read more
Behavioral Analytics
Empower Medical Contact Center Agents to Improve Patient Care By Joshua Feast Working in a contact center can be difficult under any circumstances. Medical contact … Read more