Consumerism, your call center, and the new consumer
Editor's note: The following is a book excerpt from Turn Calls into Customers: Maximize Customer Experience with Your Call Center, written by Judith A. Brown and published this month by HealthLeaders Media. To purchase the book, visit www.healthleadersmedia.com/books. It is nearly impossible today to pick up a healthcare publication-or even a newspaper or weekly news magazine-and not see articles about the movement toward consumerism in healthcare. There are public and private initiatives underway to expand this movement further, forcing it into the national spotlight.