Patient-centricity is a popular buzz word in the healthcare industry. We’ve all read the articles and perhaps attended recent conferences that highlight a new focus on the patient. Is this really a new trend? Not so much.

Every Contact Matters is not only our tagline, but it’s at the heart of our foundation and our foundation is our employees. In 2016, we started the Every Contact Matters (“ECM”) Award to recognize those individuals that contniue to go …

Have you been looking for a way to give your call center Quality Monitoring (QM) program a boost?

A blog about the value of customer insights from the contact center would be very innovative – if it were published a decade ago. Industry contact center leaders already know that customer insights from the center are valuable.

Centerfirst has performed hundreds of thousands of monitors in more than a dozen years, and we continually seek out ways to improve the monitoring process and monitoring forms. We’ve pulled together what we believe are 4 best practices for a …