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 contact centers, rather than to answer calls.
Dorison discusses why traditional training models are struggling to keep pace, and how AI-powered simulations can:
- Help agents practice high-stakes conversations before they happen.
- Provide real-world results for contact centers in performance, confidence, and CX.
- Be used responsibly to strengthen—not replace—human connection at the heart of every customer interaction.
Here are excerpts from our conversation. The entire conversation with Sam is also provided below.
1. What pain points is ReflexAI addressing in healthcare call centers?
2. Why ReflexAI is not used in answering calls?
3. A link to the complete interview
Given the dynamic and changing times the call center industry is experiencing, Medical Call Center News invites its readers to submit questions, case studies, and perspectives on the impact of AI on our industry for future research and reporting.
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News
Peter Lyle DeHaan Releases Practical Guide to Transform Answering Service Profitability
Business nonfiction author and call center veteran Peter Lyle DeHaan announced the release of his latest book, The Profitable Answering Service: 65 Actionable Strategies to BoostProfitability, Master Technology, and Outpace the Competition. The wide-ranging guide is now available in ebook, audiobook, paperback, and hardcover formats wherever books are sold, offering answering service owners and managers a strategic roadmap to prepare for the challenges and opportunities of the coming year.
In an increasingly competitive landscape where technology evolves rapidly and customer expectations continue to rise, answering services face unprecedented pressure to innovate while maintaining profitability. The Profitable Answering Service addresses these challenges head-on, providing practical, battle-tested strategies drawn from DeHaan’s extensive experience in the call center industry. The book offers 65 strategies designed to be immediately actionable, enabling business owners to implement improvements that deliver measurable results.
“Answering service owners are juggling more challenges than ever before—from grappling with AI and automation to managing rising costs and intensifying competition,” said Peter Lyle DeHaan. “I wrote this book to give them a clear, practical playbook they can use right now to strengthen their TAS and position themselves for long-term success. Whether you’re struggling with profitability, trying to keep up with technology, or looking for ways to stand out in your market, this book provides the strategies you need.”
The book can be purchased wherever books are sold, including major online retailers and bookstores. For more information, visit https://peterlyledehaan.com/books/the-profitable-answering-service/ming year. The Profitable Answering Service offers an invaluable resource to guide decision-making and drive meaningful business improvements.
About Peter Lyle DeHaan
Peter Lyle DeHaan is a business nonfiction author and call center industry veteran with extensive experience helping answering service businesses optimize their operations and increase profitability. Through his writing, DeHaan shares practical insights and actionable strategies drawn from real-world experience, empowering business owners to navigate industry challenges and achieve sustainable growth.
For more information, visit https://peterlyledehaan.com/books/the-profitable-answering-service/
From the Publisher:
As we begin a new year, we want to extend our heartfelt thanks to you, the faithful subscribers of Medical Call Center News! In an industry that demands resilience, adaptability, and innovation, you supported patients and providers when it mattered most.
We look forward to another year of learning, sharing best practices, and celebrating your work. Hoping 2026 brings you renewed energy, professional growth, and personal well-being.
From all of us at Medical Call Center News, Happy New Year!
Send us your healthcare call center articles and news for the next issue of Medical Call Center News.
A Thought for Today
“Can anything be sadder than work left unfinished? Yes, work never begun.” –Christina Rossetti