Web-Based Scheduling and Messaging: Save Time, Money – And Even Lives
By Michelle Gjerde Hospitals around the country need a fast, accessible way to accurately communicate with their on-call staff. Patients’ lives depend on it. Poor … Read more
By Michelle Gjerde Hospitals around the country need a fast, accessible way to accurately communicate with their on-call staff. Patients’ lives depend on it. Poor … 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
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
By Jeff Fried Voice over IP (VoIP) is here to stay. A recent Empirix survey indicated that 98 percent of enterprises surveyed have already deployed … Read more
By Dr. Jon Anton Ask people to cite a successful application for speech recognition and the name Amtrak invariably comes up. The implementation of “Julie,” … Read more
By Lizanne Kaiser, Ph.D Chances are, the majority of people you know have experience using a speech-enabled automated telephone system (e.g. “Please say your account … Read more
By Peter Lyle DeHaan, Ph.D. Voicemail systems have come a long way during their 25-year history. When first introduced in the early 1980s, these systems … Read more
By Peter Lyle DeHaan, Ph.D. Voice logging, that is the recording of calls in a call center, was once viewed by many as an optional … Read more
By Sherry Smith, RN, MSN, MBA The nursing shortage is striking all practice arenas and geographic areas nationwide. Almost daily, we are exposed to news … Read more
By Peter Lyle DeHaan, Ph.D. There are many benefits to having remote agents as part of your call center. Remote agents can either reside in … Read more