The healthcare contact center, while often going unnoticed, is in many ways the key to the patient access experience. It is the first touchpoint, the

There are often negative connotations around the idea of outsourcing. On the extreme view, it can be seen as a cynical cost-cutting exercise where local

In a fast-paced work environment, problems are often amplified and exacerbated due to a lack of visibility of the root cause of the issue. A true understanding of a situation requires visibility and clarity on the subjects or processes being observed. In my experience as a performance optimization consultant, this can be a major challenge for healthcare organizations; there is often hidden complexities between the interrelated processes and systems that remain unseen.