Issues

Is the Current Recession Compromising Hospital Quality? During past recessions, the financial stability of hospitals seemed to be nearly indestructible, but researchers at the University … Read more

The Challenge of Elderly Callers By Barry Spiegelman Delivering and receiving critical information by telephone is an especially challenging proposition when an elderly caller is … Read more

Meeting Intrinsic Agent Needs in the Medical Call Center By Kelli Massaro Retaining top agents is essential to a medical call center’s success.  The challenge … Read more

Create a Call Center Culture of Optimism By Ozzie Fonseca Working as a customer service supervisor can be challenging for many reasons.  It is not … Read more

Employee Trauma in the Medical Call Center: How You Can Help By Arny Alberts You’ve just learned that a coworker at your call center has … Read more

Managing a Successful Medical Call Center Team By Kelli Massaro Individuals have several basic intrinsic needs that must be met in the workplace to feel … Read more

Improved Patient Care Through Telehealth Nursing Medical call centers utilizing telehealth nursing services have found it to be a cost-effective and vital method of patient … Read more

The Pitfalls of Call Center Multitasking By Rosanne D’Ausilio, PhD Do you ever take several calls at once, jockeying back and forth, trying to keep … Read more

How to Be Satisfied in a Dissatisfied World By Dr. Lee Jampolsky Do you dread going to work each day and having to face the … Read more

Make Your Medical Call Center a Strategic Weapon By Jim Rembach For many organizations, the call center is the most important component in relationship management.  … Read more