Highlights from the recent National Healthcare Contact Industry Survey (NHCCIS).

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The training, optimization, and performance initiatives begun in 2019 drove a “new culture” within the Contact Center.

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Given the sensitivity of the information that is shared and recorded on an hourly basis, it’s vital that Healthcare contact centers ensure all this data is kept safe and secure—both from outside threats as well as from potential bad actors internally.

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Customer contact centers generate a vast amount of data every day, but do you really know what your ‘Big Data’ is telling you?

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The importance of adhering to policies and procedures and helping employees to weigh in on the use of them.

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Modernizing your call center can improve patient experience and engagement.

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An update on a previous article about Stericycle Communication Solutions' healthcare call center from 2016.

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Using Unified Communications and Collaboration (UCC) technologies to improve the contact center.

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How one major health system improved appointment scheduling using a chatbot.

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How Texas Children's Hospital improved call quality at their Customer Care Contact Center.

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Read about changes in healthcare websites, including increased online scheduling, based on data from the 5th Annual State of Digital Marketing in Healthcare Report from Greystone.Net and Klein & Partners.

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Using artificial intelligence (AI) in call/contact centers.

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Building a positive workplace culture in your call/contact center.

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Banner Health leveraged its existing LVM software to improve customer service.

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Obtaining permission to record calls from call centers.

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A discussion of the patient transfer process during the COVID-19 pandemic, specifically addressing the call center function.

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Keona Health has developed an automated telephone triage product that can improve time to appointment.

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Learn about using conversational chatbots to combat unknown caller number rejects.

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Dana-Farber Cancer Institute initiated the Welcome Center in order to improve patient experience. The process includes both the contact center and the treatment centers.

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A vendor perspective of the call center technology selection process.

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