-
Beyond the Crystal Ball: Choosing the Right WFM Forecasting Method
In the high-stakes environments of contact centers and patient access centers, every minute counts. Understaffing
-
The CX & PX Badge: Earn It Before You Wear It
In the world of customer and patient support, a few letters can carry immense weight.
-
Beyond the Proposal: Finding a True BPO Partner
Choosing a Business Process Outsourcing (BPO) partner is one of the most significant strategic decisions
-
How to Leverage AI in Hospital Contact Centers: A Consultant’s Guide
Patient access centers are the front door to your health system. They manage the first
-
Optimizing Patient Access: Centralized vs. Decentralized WFM
The patient journey often begins long before a hospital visit. It starts with a phone
-
Key Highlights from Calabrio 2025
The energy in Dallas was unmistakable as industry leaders, innovators, and customer experience professionals gathered
-
Why J11 Consulting is Redefining Contact Center Operations
Your Partner in Patient and Customer Experience Transformation Healthcare contact centers are the front door
-
Why Healthcare Contact Centers Need a Complete Rethink
As senior consultants, we’ve mastered the art of optimizing corporate call centers. We know the
-
2025: The Year AI Agents Redefine Healthcare
Health systems across the U.S. are gearing up for a significant shift. 2025 is being
-
Optimizing Hospital Contact Centers: Best Practices, Risks, and Financial Impact with Epic, Calabrio, and Artera
Hospital contact centers are the nerve centers of healthcare efficiency, serving as the first point
