Change and health care are inextricably linked. In today’s environment, health care organizations continually face the need to adapt to the changes emanating from numerous sources: advances in medical ...

Keith Strickland has always been about empowering the young generation to help them transition to a better life, and that’s what his new book, Youth Change Agent, strives to do. Through Strickland’s ...

My focus here is specifically on how the term “agent” is used in the contact centers, where it has unequivocally meant human agents – people who dealt directly with other humans, namely customers. The ...