Why Answering Service Free Trials Are No Free Lunch
By Peter Lyle DeHaan, PhD Who doesn’t love it when something’s free? A free ticket to a game, a free bucket of popcorn—it’s great! But … Read more
operations management articles
Case Study: Navigating a Hospital Acquisition, Call Center Merger, and Process Standardization to Better Care for Patients
By Nicole Limpert St. Luke’s Hospital, named after St. Luke, the patron saint of physicians, was founded by members of the Episcopal Church in 1866 … Read more
Tips to Reduce Agent Burnout in Healthcare Call Centers
Adopt a Counterintuitive Strategy to Address This Common Staffing Problem By Peter Lyle DeHaan, PhD The healthcare industry has long suffered from labor shortages, which … Read more
Why Do Healthcare Communication Breakdowns Persist Despite Useful Technology?
By Nicole Limpert The use of technology in healthcare is a big deal and a big business. The global healthcare IT market will be worth … Read more
Improving Patient Experience: Six Strategies to Consider for Your Medical Call Center
By Genevieve Carrenard In healthcare, medical call centers are pivotal in shaping patient experiences. With patients increasingly demanding more efficient, personalized, and secure interactions, medical … Read more
Remote Operators Save Space and Provide High-Quality Service
By Nicole Limpert For some hospitals, having enough space to operate efficiently is an issue. One of the most significant advantages of a cloud-enabled contact … Read more
Integrate Your Call Center
Facilitate Better Communication and Connectivity Within and Outside Your Operation By Peter Lyle DeHaan, Ph.D. With the staffing challenges that most every healthcare call center … Read more
How Hospital Contact Centers Help Organizations Achieve Their Frictionless Patient Experience Goals
By Nicole Limpert Patient satisfaction is different from patient experience. While research from the NRC Health’s 2019 Healthcare Consumer Trends Report indicates that 85 percent … Read more
Channel Specialization versus Multichannel Proficiency
Effectively Handle Communication Channels in a Medical Contact Center By Peter Lyle DeHaan, Ph.D. In the last issue of AnswerStat we looked at the need … Read more
Multi-Channel Integration
Serve Patients Better and Produce Superior Outcomes By Peter Lyle DeHaan, Ph.D. Some healthcare call centers only handle telephone calls by design and others do … Read more