Peter Lyle DeHaan

Why Your Medical Answering Service Needs to Be HITRUST Certified HIPAA tells you what the law requires. HITRUST proves you’re actually doing it. By Clay … Read more

Answering the Toughest Calls: Medical Call Centers in the Wake of a Breach By Genevieve Carrenard Whether big or small, a data breach can have … Read more

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

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