White Papers

These whitepapers, for hospital and medical call centers, are PDF files for easy viewing or printing:

New Papers:

2008

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