Console: Beyond the switchboard

It’s called by a lot of names—switchboard, operator services, customer service, call center—but are you thinking strategically about this critical resource?

Many hospitals and health systems are consolidating communications into one central function: an upgraded contact center.

Find out how Virginia Commonwealth University (VCU) Medical Center decided to evolve its switchboard to meet future needs. We walk through how VCU transformed a contact center to handle everything from scheduling to bed tracking to alarm management, and more. Plus, we’ll discuss their results in cost savings and care response.


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Available: On demand

Duration: 56 mins

Cost: Free

Meet the expert

Donald Smith 2-1
Donald Smith
Operations Manager, Virginia Commonwealth University (VCU) Medical Center
Don Smith is an operations manager for VCU Health's Communications Center. He has worked in communications for VCU Health for the past 15 years, with the last 10 in his current role. In his free time, he enjoys traveling with his family to places that don’t have cellular service or internet.