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
healthcare call center news
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 March 2025 Issue
Managing Emotionally Distressed Callers:A Guide to Navigating Difficult Calls with Integrity By Genevieve Carrenard Medical call centers bridge healthcare and customer service, serving as vital … Read more
The January 2025 Issue
2025 Vision: Key Trends Shaping the Future of Call Centers Improve the Patient Experience in Your Medical Call CenterFocus What You Do Based on What … Read more
The November 2024 Issue
Best Tips to Manage Burnout and Enhance Well-being in Your Medical Call Center By Genevieve Carrenard Working in a medical call center is incredibly demanding, … Read more
The September 2024 Issue
After-Call Surveys: Weighing the Pros and Cons By Genevieve Carrenard You may have heard this at the end of a recent customer service interaction: “Please … Read more