Originally Published in Cataract and Refractive Surgery Today | Aug. 2025
Phone Calls Matter More Than You Think
How AI can and cannot assist your practice’s call center.
Written by Bill Mercier, President at OptiCall
Recently, Cataract and Refractive Surgery Today invited OptiCall President, Bill Mercier, to share insights on the role of AI in call centers and the reason phone calls to your medical practice can make or break the patient experience.
Bill reveals the true cost of poor phone service and how most practices are losing patients before they even step foot in the door. He discusses where AI can genuinely support your staff, why empathy still matters most, and practical ways to use technology to elevate, NOT replace, the human connection that keeps patients coming back.
