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
technology articles
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
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
Test Your Way to VoIP Success
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
Hearing is Believing
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
Using Touchtone and Speech Recognition
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
Voice Mail Has Come a Long Way
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
Voice Logging: A Call Center Necessity
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
Remote RNs Can Help Ease the Nursing Shortage
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
Remote Agent Stations
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