Patients are customers, and their reason for calling is often to give the hospital money. Whether it is to pay a bill, schedule an...

Oh, poor small sample size. Defenseless against the big dogs of numerical logic. After all, how could anyone defend small sample sizes...

On a whim, I recently googled Call Center Confidential (the name of BCI's monthly newsletter) and was surprised to find an interesting...

The definition of tone is the general character or attitude of a place. And while everyone is aware of its importance, tone is largely...

When I first met Grace, she was 1 of 40 staff members within a Scheduling department BCI was contracted to train (and is still training...

When it comes to healthcare call centers, the knowledge and experience nurses possess make them an obvious choice for hire. Even so,...