The Internet Self-Service Threat to Call Centers
By Peter Lyle DeHaan, PhD A few years ago, Internet-centric companies were the next big thing; they were the dot coms! Their basic premise was … Read more
By Peter Lyle DeHaan, PhD A few years ago, Internet-centric companies were the next big thing; they were the dot coms! Their basic premise was … Read more
In August 2009, Call Center Consulting Network (3CN) will sponsor a Quality Practices survey for the services of triage and physician referral and appointments. It … Read more
By Paul Spiegelman In order to maximize your efforts to cultivate relationships with your customers, your call center should have the following characteristics in place: … Read more
By Paul Spiegelman Most consumer-focused healthcare organizations recognize that the call center is a vital link between potential patients and providers. Never has that linkage … Read more
By Nancy Friedman, Telephone Doctor Customer service is a hot topic. Pick up any ad for any industry, including healthcare, and there’s probably a line … Read more
By Chuck Ganapathi Our world is changing. With over 100,000 new blogs being created each day, every individual’s voice can now be heard. And, with … Read more
By Joe Caliro Many companies in the retail industry include a variation of the statement “provide world class service” in their mission statements. These same … Read more
By Nancy Friedman, The Telephone Doctor It’s more and more common to talk with people whose native language isn’t our own. How many times have … Read more
By Kate Zabriskie How many times has one of the following happened to you? You call someone and get his voicemail telling you that he … Read more
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