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
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
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
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
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
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
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
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
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
By Lucien Canton When the Exxon Valdez ran aground in Prince William Sound in 1989, it was one of those extremely rare occurrences where the … Read more
By Vasudha K. Deming One of the great things about the call center as a workplace is the ready availability and near-instant access to metrics, … Read more