management articles

Now Is the Time to Determine Your Call Center’s Key Initiatives for Next Year  By Janet Livingston As we transition from summer to fall, now … Read more

By Charu G. Raheja, PhD The new Affordable Care Act is starting to reach full swing, and new data is coming forward on how providing … Read more

By Richard D. Stier, MBA Healthcare call centers are profoundly relevant to today’s healthcare challenges, including managing population health. Call centers are assuming a critical … Read more

By Matt Everly Healthcare organizations can use scripting to enhance each customer’s call experience. A variety of call types, including patient information, physician referral, physician … Read more

Easy Office Phone, a provider of cloud-based business phone services, shares these tips for minimizing communications downtime during natural disasters. With hurricane season and many … Read more

By Lucien Canton The single biggest mistake organizations make in preparedness planning is to treat disasters as something outside normal business operations. There is a … Read more

By Pat Heydlauff Leadership accountability isn’t just evaluated by the marker of profitability. There are many components to accountability, but the most strikingly overlooked one … Read more

By Bob Webb If you are looking for a winning strategy to streamline operations, provide improved customer service, decrease call center costs, and increase agent … Read more

By Donna Fluss Natural disasters, such as Hurricane Sandy last fall, remind us of the importance of disaster recovery (DR) and business continuity (BC) planning, … Read more

By Richard D. Stier, MBA “Now more than ever, healthcare providers must begin to test innovative healthcare delivery and payment models such as accountable care … Read more