Hear how Broward Health developed a strategic framework for a next-generation contact center—one that will become a profit center for the organization—and translated that strategy into an effective, easy-to-manage tactical plan. Before the plan’s development, Broward Health’s contact center was underdeveloped and underutilized. Through the planning process, Broward was able to identify the center’s weaknesses and set short- and long-term goals to support marketing, business development, and clinical functions.