In today’s technology-centered era, it is easy to lose focus on a well-functioning call center. But to ensure your call center remains fresh and relevant and drives caller and patient satisfaction, consider: Explaining and teaching with a human touch: Video is everywhere these days – including the call center. Video makes face-to-face conta

In the previous two installments of this blog series, we looked at where call centers began and how they have evolved up until the present time, as well as at some predictions about the call center of the future. In this last installment, we’ll discuss some new uses for the call center. Healthcare has undergone tremendous change over the past se

For some time now, there have been rumors of the demise of the healthcare call center.   In fact, 15 years ago, CRM Magazine published an article titled “Death of the Call Center,” in which it proclaimed, “The call center as we know it is dead.” Since that time, other articles with similarly-morbid titles have been written about the “deat

We’ve been talking a lot lately about the rise of mobile technology and the implications of continual evolution of digital and mobile technology. We’ve discussed the impact of this evolution on our marketing strategies. We’ve also looked at the evolution of the healthcare consumer as it relates to changing technology. One topic that, while i