As healthcare providers increasingly turn to call centers to provide patients with fast and consistent service, Geoff Land, CEO of Infinity CCS, looks at what they can learn from commercial operations.
Infinity CCS congratulates its client, the Fire Department of the City of New York (FDNY) project team, on winning the Department’s Community Mayors Nicholas DeGaeta Award for the implementation of its 9-1-1 Computerized Triage System.
As most States continue to implement Next Generation 9-1-1 legislation, we look at what 9-1-1 dispatch centers can learn from their commercial counterparts.
While we all hope never to have to call 9-1-1, an awful lot of us do. The USA reports receiving an average of 240 million calls a year. Emergency triage centers which take ambulance, fire and police calls operate to very different standards than traditional contact centers. Despite their differences, commercial contact centers can learn a lot from emergency centers – and vice versa.
Computer-aided dispatch systems (CAD) is a method of dispatching taxicabs, field service technicians, and even for the management of critical emergency services like 9-1-1 calls.