Telehealth as a solution to ER wait times?

This is Joseph.

I was reading this tweet run:

And it made me think of the time this month that there were reports of the 911 number in Toronto asking for call back numbers after a medical emergency. Even if overstated, it really does bring to light the key problem with telehealth -- that call center culture is famously customer-hostile.

A number of years back I had a problem with my cable company. Like many foolish persons, I called the cable company and spent 2 hours on hold. After I was told that nothing could be done, I asked if there was anybody I could speak with that had more authority to deal with the issues. I was then placed on hold again. Several hours later a message played saying that the call center was closing and disconnected me. This was an infuriating experience and there was simply no accountability even possible. So the next day I made the long trek to the customer service center, waited in line for about an hour, and then had the problem actually fixed. No part of this experience made me like the company more, but the call experience was terrible. 

Recently, I have been constantly hearing "call volumes are unexpectedly high" recordings every time I call a place like a bank or the University travel agent. As a person who once worked in customer service telemarketing call volume forecasting, I even tried times and days that are notoriously light for call volume. No (Read more...)