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
Peter Lyle DeHaan
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
Is It Time to Start a Medical Answering Service?
Begin Your Investigation with a Little Research By Peter Lyle DeHaan, Ph.D. When I worked as a call center consultant (before moving full-time into publishing … Read more