Is Your Self Service Effective?
By Rosanne D’Ausilio, Ph.D. Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices and switching to competitors was … Read more
Articles
Articles from AnswerStat
Tapping the Web’s Self-Service Potential
By D. Blake Cahill How many times a day does a call center hear customers bemoan failed attempts at problem-solving using Web-based self-service? Anecdotal information … Read more
Cheering for Your Team
By Ray Pelletier At a Sunday afternoon professional football game, the stands are filled with enthusiastic fans cheering on their favorite team. These fans wake … Read more
Healthcare Organizations Consolidate Call Centers to Cure Overhead Pain
By Kathy Veldboom Rising healthcare costs are an issue for which providers are desperately seeking solutions. An increasing number of large, multi-facility healthcare networks are … Read more
Telephone Nurse Triage Software Vendors
Telephone nurse triage software provides established and proven protocols, which can be used by trained and experienced nurses to verbally assess patient symptoms and conditions, … Read more
The Secret of Delegation
By Peter Lyle DeHaan, Ph.D. Years ago, as a first-time manager, I was green and had much to learn. I walked down the hall with … Read more
Outbreaks and Pandemics: New Roles for Triage Call Centers
By David A Thompson, M.D., with Sue Altman and Barton D Schmitt, M.D. “My daughter is away at college and just phoned to tell me … Read more
Creating a Frontline That Improves the Bottom Line
By John Skabelund Have you left a convenience store lately, wondering why the cashier seemed so put-out, even hostile, while ringing up your purchase? Do … Read more
How to Keep Quality People in Your Call Center
By Marsha Lindquist Losing talented, quality employees is always difficult for an organization, but especially for a call center. Not only does it mean finding … Read more
The Pursuit of Perfection
By Peter Lyle DeHaan, Ph.D. Based on the title of this article, StarTrek fans may be anticipating an enlightened discourse on Seven of Nine’s unremitting … Read more