Articles to transform your Business

Outpatient providers are stuck between two bad options: 1. Burn out your physicians with after-hours calls2. Leave patients with...

The best contact center leaders I’ve seen all balanced 3 things at once.Most people you’ll interview only care about...

Want to improve quality scores and lower costs at the same time? Focus on First Contact Resolution. Most contact...

A contact center that isn’t continuously improving is falling behind.  Self-audits are how the best operations stay ahead. Here’s...

Two contract clauses kept my client locked into a BPO relationship they wanted out of.  It took nearly 12...

Contact center costs have their own inflation rate. In my experience, it runs about 10-30% per year. When leaders...

Every time a clinic phone rings, someone has to choose between 2 patients: 1) The one on the phone2)...

Data shows you what’s wrong. But it rarely tells you why. Here’s what I found behind a 60% utilization...

Most leaders don’t think about staffing until layoffs are coming. By then it’s too late. I learned that the...