Beware Healthcare … Your Access Center May Be at Risk!

Kathleen Peterson Articles

Contact Centers are among the fastest-growing segment in Healthcare, with hospitals consolidating and forming “systems.” It is relatively painless to centralize finance, billing, and IT from an “emotional” perspective. The bigger challenge comes when centralizing scheduling within an Access Center. Critical foundational success factors to consider when creating Healthcare Call Centers.

Are You Ready, Willing, and Able for Digital Access?

Kathleen Peterson Articles

Changes are abundant as we continue to evolve from 20th to 21st century approaches in Contact Center management, infrastructure, and technology. Is your Contact Center serious about digital readiness that supports access to services across multiple channels?

Are You Sure Your Contact Center Is On Solid Ground?

Kathleen Peterson Articles

Contact Centers must operate on solid ground or they will crumble. That means a solid strategic foundation and one that drives management practices, technology acquisitions, and customer relationships. Does your Call Center have all the components of a solid organizational foundation?

Please Don’t Shoot The Messenger!

Kathleen Peterson Articles

When your profession requires you to report on activities within your business unit—and if you are a Contact Center leader, this includes you—the art of crafting your message is critical to it being heard, well-received, and acted upon. Delivering a message is as much about how the message is communicated as the message itself.  It takes courage to bring forth …

Plan and Measure = Pleasure

Kathleen Peterson Articles

Strategic planning is essential to business in general and to Contact Centers in particular. The ability to properly plan and measure the performance of the plan improves the Call Center’s visibility as a valued asset. Learn an approach that will yield pleasure and provide a robust model for educating Contact Center business leaders.

Trends In Healthcare … Some May Surprise You

Kathleen Peterson Articles

Healthcare Contact Centers are growing not only in numbers but also in scale. Industry growth and evolving customer and patient expectations are creating opportunities for growth.  Learn about six emerging trends in Healthcare Contact Centers.

Clear Path to Healthcare Access … Four Pillars of Readiness

Kathleen Peterson Articles

The pace around Healthcare Access initiatives has picked up considerably in the past year; for some it appears more of a race than a meaningful pace. How to assess your people, process, technology, and Call Center management readiness for optimum success.

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Kathleen Peterson Articles

This installment of Lost in the Labyrinth focuses on Brand Energy Power, an organization’s internal furnace that breaks down silos and builds brand momentum at every level. How do we build Brand Energy and continue to fuel the fire in the Call Center? Vision Clarity stokes the furnace and builds into each business unit a sense of strategic connection to …

Lost in the Labyrinth: Visionary or Radical?

Kathleen Peterson Articles

Today’s Contact Centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This installment of Lost in the Labyrinth discusses how business leaders  need to understand current state Call Center operational deficiencies and management issues. Challenge yourself to be both visionary and radical!

Lost In The Labyrinth: C-Level To Cube-Level … Making The Link

Kathleen Peterson Articles

Breaking down the walls of the service labyrinth can only happen at the senior executive level. Too often at the company’s core, we find executive leaders in denial. They just don’t want to know that their enterprise can’t get the customer experience right. How to successfully navigate from C-Level to Cube-Level.