The May 2020 Issue

Now Is the Ideal Time to Consider What Happens Next While Still in the Pandemic Begin Planning for Post-Pandemic By Peter Lyle DeHaan, Ph.D. During … Read more

The May 2019 Issue

The Weak Link of Medical Call Centers Advances in Agent Performance Can’t Overcome Deficiencies in Backend Systems By Peter Lyle DeHaan, Ph.D. Whenever I place … Read more