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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 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.
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