White Papers
These whitepapers for hospital and medical call
centers are
PDF
files for easy viewing or printing: New
Papers:
Case Study: Catholic Health Overhauls
Messaging Process, presented by Amcom
Clinical Update for
May 2009: H1N1 Influenza Virus,
presented by Schmitt-Thompson Clinical Content
7 Strategies to Improve Your Headset
Return on Investment, Melissa Vokoun, NuVo Communications
Clinical Update for
July 2009: Acetaminophen and the FDA,
from Schmitt-Thompson Clinical Content
200 9
Case
study: Parkland Health & Hospital: Monitoring the Pulse of a Call Center,
by HigherGround
Clinical Update for
March/April 2009,
presented by Schmitt-Thompson Clinical Content
Clinical Update for
January/February 2009,
presented by Schmitt-Thompson Clinical Content
Clinical Update for
November/December 2008,
presented by Schmitt-Thompson Clinical Content
Clinical Update for
September/October 2008,
presented by Schmitt-Thompson Clinical Content
2008
Banner Health System Case Study,
presented by Amcom
Software
Clinical Update for
July/August 2008,
presented by Schmitt-Thompson Clinical Content
Clinical Update for
May/June 2008, presented by Schmitt-Thompson Clinical Content
Clinical Update for
March/April 2008,
presented by Schmitt-Thompson Clinical Content
Clinical Update for
February 2008,
presented by Schmitt-Thompson Clinical Content
Clinical Update for
January 2008,
presented by Schmitt-Thompson Clinical Content
Clinical Update for
December 2007,
presented by Schmitt-Thompson Clinical Content
Contact Center Realities: Insights Into
Technology Adoption for Healthcare
presented by
Genesys Labs
Data Reduction Technologies Provide an
Effective Backup and Recovery Strategy, by Pat Hanavan
The Executive Disconnect: The Strategic
Alignment Customer, presented by
Genesys Labs
Hennepin County Medical Call Center
Reacts Quickly During Tragedy, presented by HCMC and 1Call
Making your Contact
Center a Strategic Weapon, by Jim Rembach, Customer Relationship Metrics
The Obama and McCain Health Care
Platforms: A Guide for Employers, by Buck Consultants
Pointing the Way: Influencing How Patients Choose Care, presented by
GeigerBevolo
ROI for Medical Billing, presented
by Laserfiche
Writing An RFP For
Communications Center Automation in Hospital Environments,
Amcom
Software
2007
2007 Call
Center Salary Report, submitted by M.E.R. Inc
A (Real)
Change Will Do You Good, by Michael Callaghan
AAACN Holds Telehealth Visioning Meeting,
submitted by Pat Reichart AAACN
Best Practices in Communication Center
Automation for Hospitals, presented by
Amcom Software
Clinical Update for Telephone Triage
Nurses, Nov 07, presented by Schmitt-Thompson Clinical Content
Disaster Life
Support: The 21st Century's CPR, by Maurice Ramirez, D.O.
How Not to
Market to Hispanics, by Hayley Savage
Knowledge
Management for Contact Centers and Help Desks, presented by eGain
Making your Contact Center a Strategic
Weapon, by Jim Rembach, Customer Relationship Metrics
Moments of
Truth: Hospital Switchboards a Bottom-Line Issue, presented by The Beryl
Institute
MultiCorporate Culturalism: Map to Innovation, by Claire Rudyk
Presence-Aware Tools for the Contact Center, by Ross Sedgewick
Putting the
Human Element Back Into Customer Care, by Andre Angel, NTRglobal
USA Consumer Survey - 2007, submitted by Genesys
Voice
Biometrics: Natural and Cost-Effective Method of Authentication, Ziv
Barzilay, CellMax Systems
2006
Anatomy of a
VoIP Attack, presented by Sipera Systems
Communications
without Commissions, presented by CEI
Customer Experience Management
Study, presented by Strativity
Doing More with Less: Next-Generation Strategies and Best Practices for Customer
Service, by eGain.
Guide
to Headset Management, presented by Nomadtrack
IP Predictions for 2006,
by Jeff Pulver
Leading
Technical Professionals, presented by BlessingWhite
Managing
Customer Emails, presented by eGain Communications Corporation
The
New Competition: What New Entrants Mean to Traditional Healthcare Providers,
by GeigerBevolo
Open
Source Telephony, presented by Sangoma
Screenshots
for LVM's Hospital Transfer Module, presented by LVM
Tapping the Web's Self-Service Potential,
by D. Blake Cahill, SafeHarbor
The 2005 Year in Review...and Plan for the
Future, presented by Customer Relationship Metrics
2005
Best Practices in Cross-Selling and
Up-Selling, presented by Dr. Jon Anton
Customer Directed
Healthcare, presented by Intellicare
The Economics of Customer
Relationship, presented by Strativity Group
Full
Time Recording, presented by Envision
How to Maximize
Your Customer Feedback Program, presented by Customer Relationship Metrics
Is Offshore Outsourcing the
Answer?, by Gregory Taillon
Patient Relationship
Management, presented by IntelliCare
Power Quality Issues Cause Computer
Problems, presented by SmartPower
Seven Critical Design Elements of Effective Contact Centers, presented by Interior Concepts
Top 10 BI Applications for Clinical
Healthcare, presented by Greenbrier & Russel, Inc.
Web-based
Patient Scheduling Software, presented by Time
Trade
Weighing
Productivity and Quality to Access Agent Performance, presented by
NetReflector
2004
Business Process Outsourcing: Maximizing the Value of Your Medical Call
Center, by IntelliCare
The
Call Center as a Marketing Channel, presented by Solucient
Call Center Certification, presented by
BenchmarkPortal
Call Center Certification, presented by
The Call Center School
Homeland Alert Notification and Deployment
System, presented by Exacom
Improving Call
Center Performance Through Optimized Site Selection, presented by CB
Richard Ellis, Purdue University, Benchmark Portal
LVM
Systems E-Centaurus Telehealth Overview, presented by LVM Systems
The Offshoring of Teleservices: Opportunities and Macroeconomics in Developing
Countries, a Master's Thesis by R H Zielinski
Sparks Health
System Case Study, presented by
Amcom Software
The Startel Voice Processor presented by Startel Corporation
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