Three Reasons Your Emergency Plan Will Fail
By Lucien Canton When the Exxon Valdez ran aground in Prince William Sound in 1989, it was one of those extremely rare occurrences where the … Read more
operations management articles
What Are Your Call Metrics Really Telling You?
By Vasudha K. Deming One of the great things about the call center as a workplace is the ready availability and near-instant access to metrics, … Read more
Just Ignore It, It’s Only a False Alarm
By Peter Lyle DeHaan, PhD If you have technology in your call center, then you’ve likely been frustrated by false alarms and erroneous error messages. … Read more
Lean Six Sigma in Health Call Centers
By Sherry Smith, RN, MSN, MBA The economic crisis is affecting numerous industries across the nation. Almost daily, we are exposed to news about layoffs, … Read more
Surviving and Thriving in a Recession
By Julie Bruns and Sue Altman Healthcare is often cited as a safe industry during downward economic times, but we know that no industry is … Read more
Call Center Basics
By Peter Lyle DeHaan, PhD When I ask folks if they work at an in-house or an outsource call center, I am surprised at how … Read more
Are You Shrinking?
By Peter Lyle DeHaan, PhD In retail, the term “shrinkage” euphemistically refers to stock which “disappears” before it can be sold. It is product that … Read more
Save Money and Help Staff with Telecommuting and Flextime
By Sara Sutton Fell There is an increasingly notable trend that promises to redefine the way businesses save money and employees enjoy higher levels of … Read more
The Perfect Answer
By Peter Lyle DeHaan, PhD How often have you called someplace and wondered if you reached the right number? All too often, calls are answered … Read more
Call Centers Should Work with Marketing and Physician Relations
By Brenda Beukelman and Christine Rhodes Do you know the marketing team? These are the people who live in those interestingly decorated offices, most likely … Read more