Back Issues: 2023
Healthcare Contact Center Times
January 2023
What Healthcare Leaders Should Know About Contact Centers
Prior Authorization… The Path to Centralize
February 2023
How Telemedicine Can Help Address Physician Staffing Shortages
Healthcare Contact Centers: A Journey to the Future
March 2023
Why Your Overworked ED Team Needs Your Call Center’s Help
4 Reasons Why Your Call Center Will Become a Patient Engagement Center in 2023
Delivering Good Health With Same Day Shipping
April 2023
Is It Time to Say Goodbye to the Red Flag List?
Why Your Management Style Matters
State University of New York (SUNY) Upstate Medical University: Integrating With Epic’s Electronic Medical Records to Save Time and Enhance Patient/Caller Experience
May 2023
3 Benefits of Conversational AI for Call Center Agents
Contact Center Leaders: Get In Sync With Your C-Suite
Join a Monthly Zoom Conversation That’s Dedicated to Women Contact Center Leaders
MD Anderson Cancer Center: The Technical Side of Operators Working From Home
June 2023
How SymptomScreen is Changing The Way Patients Receive Care
3 Ways to Boost Morale and Turn Up Contact Center Performance
How to Promote Your Patient Access Center to the Naysayers
Crisis Management: When the Phone Won’t Stop Ringing
July 2023
Reflections on the HCCT 2023 Conference
Five Hot Topics for Contact Center Leaders
How Methodist Le Bonheur Healthcare Created a Centralized, Streamlined Transfer Center
Providing Comprehensive, High-Quality, Holistic Care With Each Call at the U.S. Department of Veterans Affairs (VA)–Veterans Integrated Service Network (VISN 4) Clinical Contact Center
August 2023
How to Recognize the Humanity Within Your Contact Center Agents
Contact Center Directors: How to Deal With The Naysayers
Don’t Overlook Contact Center Agents With a Disability
Chatting Away at EmergeOrtho
September 2023
A Note From The Editorial Staff…
Three Ways Contact Center Leaders Can Embrace AI
Is AI Something to Fear or Welcome?
The Art of a Handwritten Note at Confluence Health
Forget Dr. Google–See How Patients at St. Elizabeth Physicians Use Symptom Checker
A Q&A About AI for Contact Center Leaders
October 2023
How to Make Your CFO Your BFF
Why You Need to Create a Career Ladder for Your Contact Center Agents
Learn How Kotter’s 8-Step Change Model Transformed Children’s Hospital of Philadelphia’s Nurse Triage Line
Contact Center Leaders: Stop Measuring Calls Per Hour
November 2023
Letter From the Editor: Coming Soon!
Gamification in the Contact Center
Say Hi to Clare, a Consumer and Clinically Friendly Chatbot at OSF HealthCare
How This Hospital’s Engagement Center Team Drove MyChart Activation Numbers Through an Educational Approach
New Message Alert: Your Patient Portal Isn’t Reducing Call Volume
December 2023
Letter From the Editor: And The Survey Says…
Discover How This Contact Center Leader Created Best Practices for Her Hospital’s Code Calls
How to Deliver a Healthy Patient Customer Experience
Contact Center Leaders: You Need a Vacation
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