Greater telephone wait times, but not abandonment rates, were associated with lower patient perceptions of their ability to obtain urgent care in a timely manner. ABSTRACT Objectives: There is little research on the relationship between call center performance and patient-centered...

Ringless voicemail: Florida breaks ground with new law. The phone never rings. But somehow you have a voicemail. It’s a business selling something, even though you’re on the Do Not Call list. Is that legal? Not in Florida as of July...

The Google generation is changing industries from retail to call centers — and everything in between. Thanks to the internet, DIY solutions to problems big and small are often just a few clicks away. But when it comes to a...

Solar Energy Will Thrive David Sandalow, the inaugural fellow at Columbia University’s Center on Global Energy Policy, is a former under secretary of energy and assistant secretary for policy and international affairs at the U.S. Department of Energy. UPDATED MAY 3,...

MANILA— When Americans call for customer support there is a good chance the agent on the other end of the telephone line is Filipino. The Philippines has the world’s largest business process outsourcing, or BPO, industry, employing some one-million workers....