During the virtual Contact Experience Conference (CEC), held in March 2021, several of the “rock stars” from the 2020 CEC joined a panel discussion on the topic of “Where Are We Headed in 2021 and Beyond?”

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You’d think that getting a patient scheduled for an MRI would be a pretty straightforward path. But for a long time at AdventHealth, it was a maze-like, uncoordinated process that involved a lot of phone calls — and a lot of hassle.

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This article from Coffey Communications discusses the importance of cyber security for healthcare organizations.

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TikTok's rapid rise in popularity is beginning to spill over into healthcare.

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Read how Wellstar Health System built on its existing remote patient monitoring platform to engage and partner with patients.

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If you're not using YouTube as part of your marketing strategy, you're missing out. Read more about why you should be using the platform and how to be successful with it.

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It’s time for your hospital's C-suite to change their tune about the hospital contact center. Instead of seeing it as a cost center, they need to see it as an investment center.

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Healthcare workers are adept at handling emergent situations. We don’t cower when faced with crisis. We rally, pivot and adapt until the crisis is over. When it is safe to resume “normal,” we reverse pivot. Safe where we started, we move ahead.

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At Michigan Medicine, the standard goal for each call center is to answer at least 80 percent of inbound calls within 30 seconds. Meaning, each center strives to maintain an 80 percent service level and a sub-30-second average speed of answer (ASA). Although this standard had not been met for many years by the Radiology Call Center, the COVID-19 pandemic exasperated it even more.

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The introduction of artificial intelligence (AI) technology into contact center quality assurance processes is nothing short of transformational. It is of particular value to healthcare contact centers, that must comply with high standards of performance and strict regulatory requirements.

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From Kyruus: Results of a poll taken a year into the pandemic looking to gain a deeper understanding of its impact on consumer decision making.

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Mobile continues to gain favor as consumers’ preferred method to access websites initially. But there are more pageviews on desktops.

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This blog by Ann Handley discusses ungating online content.

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Mobile advertisers are having to change tactics to reach consumers, due to the implementation of changes to Apple’s Indentifier for Advertisers (IDFA) and the demise of third-party cookies, as well as changes in privacy regulations.

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Podcasting continues to increase in popularity and 2020 – the pandemic year - put that increase into warp drive. Read more to find some recent podcasting statistics.

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TikTok has enjoyed a meteoric rise in popularity over the past couple of years, especially in 2020 as people in lockdown used the platform to entertain themselves, their families and friends. One group, in particular, has been especially drawn to TikTok.

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Prior to the pandemic, the University of Miami Medical System was experiencing a surge in ambulatory and acute care visits. The contact center in place was developed more than 10 years prior to these circumstances and therefore not designed to accommodate the over 1500 healthcare providers and their respective patient networks effectively and efficiently on a yearly basis.

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Remote patient monitoring (RPM) has been around for at least a couple of decades. However, the advent of smart devices—smartphones, smartwatches, etc.—brought about new capabilities and technology that have increased the quality and availability of remote monitoring.

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In the blink of an eye, every person in the world had their world turned upside down by the pandemic in 2020.

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In the wake of the COVID-19 pandemic, more people are willing to use virtual healthcare services for routine needs such as checkups, consultations and follow-up visits, according to a survey performed earlier this year.

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