The Obesity Epidemic–Part I
By Traci Haynes, MSN, RN, BA, CEN During the last three decades, the prevalence of individuals being overweight or obese has increased significantly in both … Read more
future trend articles
A Future Look at Triage Call Centers
A reliable healthcare model for value and outcomes versus volume and revenues By Mark Dwyer Imagine the year is 2030. The Cubs have finally won … Read more
Achieving Healthcare Data Security in the Contact Center
HITRUST CSF certification will become the standard for contact centers in the healthcare market By Brandon Harvath Data security breaches are rampant in today’s complex … Read more
Developing the Role of Call Centers in Coordinated Care
By Charu Raheja, PhD While there is no crystal ball we can look into to see how healthcare will be managed in the future, there … Read more
The Contact Center’s Revitalized Role for Population Health Improvement
By Richard D. Stier, MBA At the recent SHSMD13 conference, Michelle von Dambrowski made the following comment about contact center solutions: “You guys are at … Read more
Update Contact Centers Now in Preparation for ACA Calls in 2014
By Tim Moynihan The Affordable Care Act won’t directly touch most Americans until 2014. For healthcare and insurance companies, the ACA touched down in 2010 … Read more
ACA Will Increase ED Visits: Can Call Centers Ensure This Doesn’t Happen?
By Mark Dwyer One of the greatest fallacies of the Patient Protection and Accountable Care Act (PPACA) is thinking that assigning 32 million uninsured Americans … Read more
The Next Step in Customer Service: Moving From Call Center to Contact Center
By Jeff Mason As the healthcare industry looks for new and innovative ways to engage with patients and customers, many often forget that frontline customer … Read more
The Future of Healthcare Call Centers
By Kate Bolseth Telephones have evolved dramatically since their development in the nineteenth century, and so has the telephone support role provided by operators. No … Read more
The Expanding Markets for Healthcare Call Centers
By Monica Corbett A new era for healthcare began October 1, 2012 with the implementation of the provisions of the Affordable Care Act seeking to … Read more