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
Articles
Articles from AnswerStat
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
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
Voice Logger Vendor Information
The following vendors provide voice logging equipment and software. Contact them directly for more information. 1Call, a division of Amtelco: The Infinity voice logger is … Read more
Voice Logging Overview
By Peter Lyle DeHaan, Ph.D. Voice logging is an important and valuable call center technology, considered by many to be an indispensable support tool. Voice … Read more
It’s all Virtual: A Virtual Publishing Company
By Peter Lyle DeHaan, Ph.D. When I started publishing AnswerStat’s sister magazine, Connections Magazine, it operated as a virtual company. This wasn’t intentional. It just … Read more