Who Dialed 911?
By Robert M. Charland Providing a safe and secure environment for employees and visitors at your facility is one of an organization’s primary obligations and … Read more
Peter Lyle DeHaan
Predicting the Future
By Peter Lyle DeHaan, Ph.D. It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. … Read more
To Outsource or Not to Outsource
By Dr. Jon Anton and Cory Gideon Gunderson This year alone, American consumers will make more than 13 billion contacts with the companies from which … Read more
NeedMyDoctor Finds Rx for Lack of Response
By Ted Pincus Nobody’s there anymore – simply no one to talk to. There is a decline in American civility and it’s negatively affecting business. … Read more
Meeting with Your CFO
By Joanne Cawley Call centers are a familiar part of many U.S. hospitals. Some have been delivering community based services for decades, while others are … Read more
Emerging Trends in the Teleservices Industry
By Richard Zielinski The most significant industry development in the past ten years has been the dramatic rise in communications capabilities and the subsequent fall … Read more
Do Your Callers Help Drive Service?
By Dr. Jodie Monger We are never at a loss for numbers. We live by our center’s statistics – we continuously post the numbers, report … Read more
Customer Care in Your Call Center
By Gary Dupont In many organizations, the customer focus is relatively straightforward: provide substandard service to your customers and they will ultimately leave to go … Read more
Class and Event Registration Software and Service
Class and event registration software can streamline the registration process for call center agents. It also can reduce errors, increase accuracy, and synchronize with other … Read more
American Healthways Case Study
Nashville-based American Healthways, Inc. is the nation’s leading and largest provider of specialized, comprehensive disease management, care enhancement, and high-risk health management services with over … Read more