The Accountability Factor
The role of behavior accountability is one of the more misunderstood and overlooked aspects of call center agent training. Rightfully...
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Defining Professionalism
Regarding The Caller Experience, some of the latest narratives found in publications include excellent ideas such as offering...
This is Quality Monitoring
I recently read a magazine article that asked the question How Do Contact Centers Measure The Patient Experience? and it mentioned twelve...
How to Define Soft Skills
Cute little Soft Skills...awww... But in reality, Soft Skills are not so innocent and cuddly. Soft Skills are typically looked upon as...
Defining The Patient Experience
Perhaps the most discussed topic of trainers, consultants and other experts in the healthcare call center field is The Patient...
The Universal Standard
The formula for personal trainers is simple: put together a thorough list of proven exercises, monitor to make sure the client does them,...
A Patient Experience Sandwich
This is the story of Susan. Susan's first job was at a Subway Sandwich shop, and her initial training included how to operate the bread...
The Kids Are Alright
Do today's young adults spend far too much time on their smartphones? Absolutely. Is it concerning their generation has yet to produce...
The Patient Experience is a Verbal Experience
If it were a snake, it would have bit you is a commonly used adage in the South meaning the very thing you were so earnestly searching...
An Apple is an Apple
In today's healthcare call center field, the term The Patient Experience has become loosely definable, meaning different things to...
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