The March 2026 Issue
Measuring Call Center Success Key Metrics for Evaluating Agent Performance in a Medical Call Center By Peter Lyle DeHaan, PhD The impetus for call centers … Read more
Genevieve Carrenard
The January 2026 Issue
In this issue, we sit down with Sam Dorison, CEO of ReflexAI, to explore how he is using simulation-based AI training to reshape agent readiness and customer experience (CX) in today’s … Read more
The November 2025 Issue
Grow Your Own Leaders: Why Promoting from Within Strengthens Your Medical Call Center By Genevieve Carrenard Years ago, I started my career answering phones in … Read more
The September 2025 Issue
Why AI Projects Fail (And What Healthcare Contact Centers Can Do About It) By Chance Sassano We were sitting in a conference room with the … Read more
The July 2025 Issue
Thoughtful Integration: How AI is Transforming Medical Call Centers and Enhancing Patient Experience By Genevieve Carrenard Call Centers in the healthcare industry are under constant … Read more
The May 2025 Issue
What the Overturning of the One-to-One Consent Rule Means for Healthcare Contact Centers By Paul St. Clair A major regulatory shift is reshaping how healthcare … Read more
The July 2024 Issue
Mastering Excellence: Six Strategies for Cultivating a High-Performance Team in Your Healthcare Call Center By Genevieve Carrenard In the realm of healthcare call centers, where … Read more
The November 2023 Issue
Is Your Call Center Centralized? A Decentralized Call Center Is an Oxymoron By Peter Lyle DeHaan, Ph.D. In the early days of our industry, the … Read more
The September 2023 Issue
Call Center or Contact Center? Technology Provides More Communication Channels to Serve Patients Better By Peter Lyle DeHaan, Ph.D. The label of call center referencing … Read more
The July 2023 Issue
New Skills for Today’s Agents Hire Staff with the Abilities That Today’s Consumers Need and Expect By Peter Lyle DeHaan, Ph.D. There was a time … Read more