Back Issues: 2024
Healthcare Contact Center Times
January 2024
Letter From the Editor: Happy New Year!
How to Make Contact Center Technology Work For You
OSF HealthCare Answered an Extra 14,000 Calls in Five Months After a Competitor Closed Down
February 2024
Master Class at #HCCT24: Rethinking Onboarding for Happier, More Successful Hires
4 Tips to Help Your Contact Center Employees Embrace Change
March 2024
Learn How Mayo Clinicin Rochester Trains Contact Center Agents
Discover How Renown Health’s Training Program Boosts Contact Center Efficiency and Employee Retention
How BJC HealthCare Expanded to a Centralized Contact Center to Enhance Patient Care
April 2024
How Generative AI Is Reshaping Healthcare Contact Centers
From Spreadsheets to Streamlined Care: A Contact Center’s Referral Revolution
Why The First Hello Matters
New Study Reveals Long Delays in Patient Care
May 2024
Beyond the Phone: How Contact Centers Adapt in the Digital Age
Your Guide to Streamlining Referrals
Building Trust to Transform Medicare Advantage Engagement
Contact Center Leaders: It’s Time to Redefine Success
June 2024
Calm Amidst Chaos: How a Transfer Center Keeps Patients Safe and Staff Sane During Disasters
AI-Powered Call Center: A Look Inside Keck Medicine of USC
How Lehigh Valley Health Network Optimized Outbound Scheduling and Patient Experience
Memorial Hermann Health System Welcomes Its Newest AI-Employee
July 2024
Letter From The Editor
And The Survey Says…
Four Hot Topics Facing Contact Center Leaders Today
Baxter Transforms Home Dialysis Support With Connected Care and AI
August 2024
How Conversational Text Messaging Transforms Contact Center Performance
Empowering Parents, Transforming Triage at Children’s Hospital of Philadelphia
Orlando Health’s Prescription for an Exceptional Employee Experience
September 2024
5 Tips for Writing Contact Center Job Descriptions That Attract Top Talent
Cybersecurity in the Patient Contact Center: 4 Essential Tips for Leaders
5 Things Contact Center Leaders Need to Pay Attention
October 2024
4 Ways to Create a Patient-Friendly IVR
Munson Healthcare: Getting a Provider Network Connected in Rural Michigan
Building a Solid Business Case for New Contact Center Technology: A 10-Step Guide
November 2024
Welcome Our New #HCCT25 Co-Chairs!
5 RPM Myths That Hold Medical Practices Back
Weathering the Storm: A Healthcare Contact Center’s Guide to Disaster Preparedness
Why Empathetic Leadership Matters
December 2024
Keep Your Best Agents With a “Stay Interview”
How to Become a Resilient Contact Center Leader
7 Questions to Ask an AI Vendor
3 Lessons I Learned From My GenZ Mentee
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