One of the United States’ oldest pediatric hospi- tals, recently recognized by the News and World Report, and named one of Healthcare’s “Most Wired” for several years for their ded- ication to leading the way in children’s health through technology and inno- vative research, receives thousands of calls every day. Calls from worried parents concerned about their child’s health, to specialists looking to con- nect with other experts through the Physicians Priority Link. Managing all of these calls every hour of the day, 365 days a year, is the Customer Con- nections call center in the hospital’s Access Services Department. Customer Connections handles 850,000 calls per year from people nationwide—with as many as 4,500 calls in one day. With only six or seven operators on the ph

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