The Psychology of Thank You.Patients are customers, and their reason for calling is often to give the hospital money. Whether it is to pay a bill, schedule an...
Understanding Small Sample SizeOh, poor small sample size. Defenseless against the big dogs of numerical logic. After all, how could anyone defend small sample sizes...
Harvard Study - BCI ApproachOn a whim, I recently googled Call Center Confidential (the name of BCI's monthly newsletter) and was surprised to find an interesting...
Tone Train-Wrecks! Oh My!The definition of tone is the general character or attitude of a place. And while everyone is aware of its importance, tone is largely...
Victorious GraceWhen I first met Grace, she was 1 of 40 staff members within a Scheduling department BCI was contracted to train (and is still training...
Hiring an RN for the Call CenterWhen it comes to healthcare call centers, the knowledge and experience nurses possess make them an obvious choice for hire. Even so,...
