Legal Considerations of Voice Logging
Compiled by Peter Lyle DeHaan, Ph.D. Legal issues regarding the recording of phone calls must be considered before embarking on voice logging. This varies on … Read more
Articles
Articles from AnswerStat
Dr. Barton Schmitt Interview: Telephone Triage Protocols
By Peter Lyle DeHaan, Ph.D. One of the pioneers of telephone triage protocols is Dr.Barton Schmitt. His telephone triage clinical content for pediatrics is used … Read more
Case Study: University of Texas, M. D. Anderson Cancer Center
By Laura LaLuzerne The University of Texas M. D. Anderson Cancer Center has provided care for more than 520,000 people with cancer since 1944. The … Read more
Case Study: MASCO Service, From Call Center to Contact Center
By Gary DuPont MASCO Services Inc. (MSI) has evolved since 1976, when they began providing telecommunications and basic operator services to Boston area hospitals and … Read more
A Call to Outsourcing
By Paul Spiegelman Today’s consumers have higher than ever expectations concerning customer service. They shop for products more judiciously than ever and they turn to … Read more
Welcome To AnswerStat Magazine!
By Peter Lyle DeHaan, Ph.D. Let me be the first to welcome you to the premier issue of AnswerStat magazine. AnswerStat is dedicated to providing … Read more
The Trouble with Medical Answering Service
By Joseph Sameh Nationally, the medical answering service industry has a problem. Typically, when a person purchases a service, there is a perceived notion of … Read more
Support Center Site Certification
By Greg Coleman If you are considering site certification for your support center you are probably deluged by the sheer amount of information, facts, and … Read more
Seven Steps to Service Recovery
By Nancy Friedman, Telephone Doctor Almost anyone who’s been in a customer service position has had to talk to an irate caller or been in … Read more
Improve Your Return on Your Recruiting Investment
By Jeff Dahltorp Call centers traditionally leverage four recruitment channels for their staffing needs: the Internet, third party recruiters, print advertisements, and referrals. Using all … Read more