Who Owns Me?
The Enterprise Nature of the Call Center in Healthcare By Robert Kobek Given two very long and I believe distinguished careers in the contact center … Read more
miscellaneous articles
Self-Care Tips for Physicians, Telehealth Triage Nurses, and Office Managers
By Ravi K. Raheja, MD Due to the many hours they work and the number of patients they see, it can be easy for physicians, … Read more
Tips to Selecting a Vendor—Don’t Compromise on Security
By Ravi K. Raheja, MD The average cost of a data breach in the United States has hit an all-time high of 7.35 million dollars. … Read more
Shift from Transactions to Amazing First Experiences
Richard D. Stier, MBA The consumer has spoken. Patient experience is now healthcare’s core differentiator. In a recent study of 2,000 participants across five countries … Read more
Is BPO a Key Enabler in the Push for Better Patient Outcomes?
By Anand Natampalli In the emerging value-based world, healthcare providers and payers increasingly align incentives to drive improved patient health outcomes, more patient-centric services, and … Read more
Why, after 30 Years, I Still Look Forward to Going to Work
By Mark Dwyer With the holidays upon us, and the New Year fast approaching, now seems the perfect time to reflect on why we do … Read more
Call Center Sales Pro Specializes in the Healthcare Niche
Call center experts help achieve results-driven outcomes for medical call centers It’s no secret that the healthcare industry is being pushed. They must accomplish more, … Read more
How Contact Centers Impact Patient Experience
By Donna Martin Hospitals and healthcare organizations are competing more fiercely to gain and retain patients’ business. And first impressions are critical. That’s why a … Read more
ICMI Announces New Program for 2016 Conference
2016 Contact Center Expo & Conference Highlighting the Rise of Customer Experience ICMI, an industry leader for more than 30 years, announced a new program … Read more
Are You a Reluctant Leader?
By Walt Grassl Do you know someone who is very comfortable doing a job that has no leadership dimension, even though you just know they … Read more