Premium
Opening credits
1/27/2026
Patrons
1/27/2026
Call Centers: The Future of Healthcare
1/27/2026
Part 1: Management
1/27/2026
Finding a Good Call Center Manager
1/27/2026
Is Your Call Center a Profit Center or a Cost Center?
1/27/2026
Mixing Full-Time and Part-Time Call Center Staff
1/27/2026
Successfully Working from Home
1/27/2026
Send Your Call Center Back to School
1/27/2026
Tap Outsource Call Centers to Lighten the Load
1/27/2026
Be Careful What You Measure
1/27/2026
Beware the Time Bandits
1/27/2026
Real World Staffing Examples
1/27/2026
Call Center Metrics
1/27/2026
Tracking the Wrong Thing
1/27/2026
Part 2: Staffing
1/27/2026
Ideas to Better Retain Call Center Staff
1/27/2026
Take a Fresh Look at Agent Compensation
1/27/2026
The Fast-Food Factor
1/27/2026
Provide Meaningful Agent Benefits to Improve Agent Retention
1/27/2026
What Kind of Healthcare Coverage Do You Provide to Your Staff?
1/27/2026
Offer Learning Opportunities to Better Retain Staff
1/27/2026
Retain Staff by Establishing Their Growth Potential
1/27/2026
Today’s Employees Want to Make a Difference
1/27/2026
Plan for Home-Based Agent Success
1/27/2026
The Joys of Working at Home
1/27/2026
Be Sure to Thank Your Staff
1/27/2026
Part 3: Operations
1/27/2026
Is Your Call Center Effective?
1/27/2026
Should We Switch Our Mindset from Calls to Contacts?
1/27/2026
Do You Provide Contact Options for Your Patients?
1/27/2026
Develop an Ideal Agent Schedule to Maximize Call Center Efficiency and Effectiveness
1/27/2026
Ten Steps to Successful Call Center Benchmarking
1/27/2026
Healthcare Call Center Lessons from Another Industry
1/27/2026
Call Center Collaboration
1/27/2026
Part 4: Customer Service
1/27/2026
The Perfect Answer
1/27/2026
Please Hold While I Disconnect You
1/27/2026
Who Signs Your Paycheck?
1/27/2026
Serve Your Stakeholders
1/27/2026
Are You Changeable?
1/27/2026
Does Your Call Center Amaze or Annoy?
1/27/2026
When Human Errors Cost Call Centers More Work
1/27/2026
Provide Memorable Experiences
1/27/2026
Working with a Health Coach
1/27/2026
Part 5: Marketing and Promotion
1/27/2026
Define Your Distinguishing Difference
1/27/2026
Rebranding a Medical Call Center
1/27/2026
Social Media and the Call Center
1/27/2026
Reputation, Referrals, and Credentials
1/27/2026
Use Email to Reach Out in the Right Way
1/27/2026
Part 6: Technology and Tools
1/27/2026
Should You Use an On-Site System or Internet-Delivered Solution?
1/27/2026
IVR’s Place in the Call Center
1/27/2026
Call Recording in Your Call Center
1/27/2026
Voice AI in the Healthcare Call Center
1/27/2026
What Does AI Mean for the Medical Call Center?
1/27/2026
The Internet of Things Intersects Healthcare
1/27/2026
Part 7: Seasonal Considerations
1/27/2026
Remember to Be Thankful
1/27/2026
The Season for Giving
1/27/2026
Finish Strong and Don’t Just Slide into the New Year
1/27/2026
Prepare Now to Make Next Year Great
1/27/2026
The Future of the Healthcare Call Center Industry
1/27/2026
Acknowledgments
1/27/2026
About Peter Lyle DeHaan
1/27/2026
Closing Credits
1/27/2026