Key Performance Indicators for the Call Center
By René LeBel In today’s business environment, great expectations are placed on the back of Key Performance Indicator (KPI). Many companies are attempting to justify … Read more
operations management articles
Email Protocol for the Call Center
By Dr. Julie Miller Information is the blessing and the curse of the digital revolution. Between email, instant messaging, text messaging, cell phones, Blackberries, and … Read more
Better Call Center Continuity via Home-Based Professionals
By Mary Naylor Most healthcare call centers have comprehensive continuity and disaster recovery plans. However, unprecedented weather events (such as Hurricane Katrina) and widespread utility … 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
Build Versus Buy: Considerations for Call Center Outsourcing
By Paul Spiegelman Most of today’s forward-thinking hospitals already have some type of marketing call center in place. Whether it’s one or two people staffing … Read more
Use Skills-Based Routing to Invigorate a Healthcare Call Center
By Matt Everly As a representative of a healthcare call center equipment vendor, countless times I have talked to a healthcare organization where the staff … Read more
The Suicidal Caller
By Craig S. Judd, MA and Kathlene B. LaCour, MA It is your shift and that call comes to you. The voice on the phone … Read more
Make Your Organization Disaster Ready
By Maurice Ramirez, D.O. Earthquakes on the Pacific – no matter where you live, you’re probably susceptible to some form of natural disaster. While it … Read more
Developing an E-Security Policy
By Patricia S. Eyres, Attorney at Law Dangers lurk in cyberspace. Every call center should have an easily understood, consistently enforceable policy to protect trade … Read more
The Remote Call Center
By Mark Dwyer A growing trend in hospital-based call centers is to employ remote staff. This strategy was originally a means to address staffing shortages. … Read more