The SurfacerIQ Journal · Category

Contact Center Operations

Operational playbooks for QA, staffing, and workflow across high-volume contact centers.

FeaturedOctober 2026

After-Hours and Weekend Calls: The Coverage Gap Nobody Audits

Hospice has a federal 24/7 availability requirement. Home health does not. Both are fully responsible for what happens on the after-hours calls they take, and almost nobody reviews them.

Read Article →7 min · SurfacerIQ Team

Contact Center Operations

Dashboards Tell You What Happened. Surfaces Tell You What's Happening.

5 min · Jun 15, 2026

Contact Center Operations

Sentiment Analysis in Healthcare Calls: Why Positive vs. Negative Tells You Nothing

6 min · Jun 11, 2026

Contact Center Operations

What Your Call Recordings Are Telling You (That Nobody Is Hearing)

6 min · Jun 3, 2026

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