Managing Online Health Information
By Joanne Cawley During the last decade, the Internet has dramatically changed our lives. Information, services, products, and communication are now just a mouse-click away. … Read more
By Joanne Cawley During the last decade, the Internet has dramatically changed our lives. Information, services, products, and communication are now just a mouse-click away. … Read more
By Dr. Jodie Monger We are never at a loss for numbers. We live by our center’s statistics – we continuously post the numbers, report … Read more
By Julie P. Cartwright, RN MBA What tells us whether we made a good decision or if we are headed in the right direction along … Read more
By Dr. Jodie Monger Eventually, each contact center manager gets the question from upper management, “How does that compare to other contact centers?” If you … Read more
By Peter Lyle DeHaan, Ph.D. Benchmarking is the comparison of your call center with statistical results from the norm of industry peers. These numeric measurements … Read more
By Robert J. Camastro There is no question that outsourcing of call center operations is a growing trend in North America as companies try to … Read more
By Mike Wilson, J.D. One of the most common uses of telenursing is telephone triage with centralized phone banks. However, telephone triage by a nurse … Read more
By Jim Long, MBA One of the most dynamic processes in the field of quality control over the last thirty years has been Six Sigma … Read more
By Dr. Jodie Monger The contact center is one of your organization’s most valuable assets. Ninety percent of your callers base their image of your … Read more
By Greg Coleman If you are considering site certification for your support center you are probably deluged by the sheer amount of information, facts, and … Read more