11/21/2025
In today’s edition of , we’re proud to shine the spotlight on Kendra Byrd of IPBX Communications. Below are a few of the sentiments that leadership shared about Kendra.
"The role of telephone operator requires many emotional intelligence attributes like patience, attentiveness, empathy and thoughtfulness. The Contact Center can seem chaotic at times with multiple phones ringing and alerts blaring. Operators are required to juggle multiple calls and emergencies while providing quality customer service on each encounter. You hear them calmly announcing over the paging system, but behind the scenes they are engaged in managing various competing tasks to ensure the proper information is going out to the necessary clinical respondents for the safe care of our staff and patients. Yet the positive impact they have to hospital operations often goes without notice or accolades. Since she joined the team in September 2023, Kendra has consistently modeled the required characteristics to excel in her role and deliver on these demands.
“She goes out of her way to fill in scheduling gaps and often volunteers during critical need situations. She has received multiple kudos from patients and their family, friends, or concerned caregivers, showing her success toward treating everyone as a 'guest'. To her colleagues, Kendra has a wealth of knowledge that she freely extends and shares, especially to new staff members. Her calm and accepting demeanor complements her professionalism that’s demonstrated in her respectful encounters with all colleagues and management. We can proudly say that Kendra is the embodiment of our strong values of quality and service excellence for the Contact Center team, the Information Services Department and the organization.”
Congratulations and job well done Kendra! We’re thrilled you’re part of our team!
