Hospital Call Centers
The Vital Ingredient in Clinical Communication By Kevin Mahoney A robust and effective communication system is essential in any hospital, as it forms the backbone … Read more
operations management articles
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
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
Finding the Right Medical Call Center Consultant
By Gina Tabone, MSN, RNC-TNP In terms of delivering high quality, cost-effective healthcare, most people would agree that this year is going to be very … Read more
Three to Thrive: Answer Three Questions or Close Your Contact Center
By Richard D. Stier The call center can be a health system’s first and most valuable point of contact for building trust and retaining patients … Read more
When Employees Disappoint: How Effective Leaders Respond
By Alesia Latson Disappointment is inevitable for leaders. At times your people will disappoint you, so the fact that disappointment occurs isn’t the challenge. The … Read more
Talent Versus Determination: The Key to Hiring Right
By Walt Grassl Bob and Mark are new managers who are having lunch in the company cafeteria. They are discussing their respective hiring strategies for … Read more
Mindful Compassion in the Workplace: Improving Quality of Life in Your Call Center
By Ruth W. Crocker If you find yourself listening to co-workers complain at work, you’re not alone. Jane, a registered nurse, often eats her lunch … Read more
The Fast-Food Factor: Does Your Call Center Have a Fast-Food Hiring Mentality?
By Peter Lyle DeHaan, Ph.D. I’ve never met anyone who felt they were overpaid. Occasionally someone will admit to being adequately compensated, but most people … Read more
Severe Weather Doesn’t Have to Be Disastrous for Business
By Scott Kinka Though signs of summer are apparent, it’s tough to forget that winter 2013–2014 was one of the coldest on record in parts … Read more