Strategies for Handling Irate Callers
By Nancy Friedman If your job entails taking calls from unhappy, irate callers, you’ve got your work cut out for you. Many of us are … Read more
Peter Lyle DeHaan
The Smaller Side of Outsourcing
By Greg Levin More call centers are turning to outsourcers to “fill in the gaps” by taking on smaller projects. It used to be that … Read more
Selecting a PC Attendant Console
By Gary DuPont If you are a regular reader of AnswerStat magazine, you are probably familiar with the basic concept of a PC-based attendant console. … Read more
PBX Attendant Consoles
By Peter Lyle DeHaan, Ph.D. PBXs (and ACDs) are generally configured with an attendant console. Though a console can take on different forms and appearances, … Read more
How to Evaluate a Protocol
By Sheila Wheeler, RN, MS Whether you are evaluating electronic or paper based protocols the same basic steps should be followed. Begin the process by … Read more
Medical Call Center Glossary
This glossary was written, complied, and edited by Peter Lyle DeHaan, PhD. If you have a word you would like defined and see added, send … Read more
An Eye For Customer Service
By Peter Lyle DeHaan, Ph.D. It was an emergency run to the eye doctor. Being far-sighted and using a computer all day makes my glasses … Read more
Case Study: QEII Health Sciences Centre’s Communications System
By Jane Doucet In 1996 six hospitals in Halifax, Nova Scotia, merged to become the Queen Elizabeth II Health Sciences Centre. The largest adult academic … Read more
The Winter 2004 Issue of AnswerStat Magazine
Articles in the Winter 2004 issue of AnswerStat Magazine Case Study: QEII Health Sciences Centre’s Communications System Editorial: An Eye for Customer Service Glossary of Medical … Read more
What is Six Sigma?
By Jim Long, MBA One of the most dynamic processes in the field of quality control over the last thirty years has been Six Sigma … Read more