LaPean, Michael A.
June 2005
Fire Chief;Jun2005, Vol. 49 Issue 6, p54
Trade Publication
The article discusses the controversy surrounding the civilian dispatch centers working for fire departments in the United States. For many departments, the use of a civilian dispatch center has become a lightning rod of controversy. Many people in and around the fire service are of the opinion that sworn personnel can do the job better and more easily than civilians. Civilian dispatchers argue otherwise and are convinced that firefighters just cannot handle the needs of a computer-based dispatch center. INSET: BUDGETARY CONCERNS.


Related Articles

  • U.S. customs are more curious than funny to outsiders. Reinfeld, Hesh // Business Journal (Central New York);2/18/2005, Vol. 19 Issue 7, p24 

    Reports on the author's views on the increase in outsourcing in India. Recollection of his conversation with an Indian call center agent; Aim of the author to investigate what Indians think about frustrated American callers; Citation of several statements from agents regarding the author's inquiry.

  • Call center vendors must move with the times.  // MarketWatch: Telecoms;June 2004, Vol. 3 Issue 6, p6 

    Reports on the trends affecting call centers in Europe, the Middle East and Africa. Onset of Internet Protocol technology; Approximate number of call centers in EMEA at the end of 2003; Shift in vertical markets; Necessity of multichannel capabilities.

  • APCO Institute releases new Fire Service Dispatch Guidecards.  // Fire Engineering;Jun2007, Vol. 160 Issue 6, p58 

    This article discusses Emergency Medical Dispatch, the dispatching of fire service during emergency calls, and how APCO Institute has released fire service dispatch cards. The cards are available in paper and electronic formats and are customized to meet the needs and resources of the individual...

  • AN ALGORITHM FOR THE INITIAL DISPATCH OF FIRE COMPANIES. Ignall, E.; Carter, G.; Rider, K. // Management Science;Apr1982, Vol. 28 Issue 4, p366 

    In response to an incoming fire alarm, someone must decide how many and which engine and ladder companies (firefighters and their apparatus) to dispatch to the scene. Traditional dispatching policies assume that all of the designated companies are available at the time the alarm is received....

  • CTI: Complex But Powerful. Karr, Angela // Customer Interface;Oct2001, Vol. 14 Issue 10, p34 

    Focuses on computer telephony integration (CTI) in call centers. Features and capabilities of CTI; Origins of CTI; Benefits of CTI.

  • 3% of Brits will be employed in call centers by 2008.  // MarketWatch: Telecoms;June 2004, Vol. 3 Issue 6, p12 

    Highlights the forecast made by Peter Ryan of Datamonitor that the number of call centers in Great Britain will increase by more than a fifth by 2008. Largest call center market of Great Britain in EMEA; Concerns over the shifting of call center agent positions to India.

  • PROFESSIONAL SERVICES. Klie, Leonard // Speech Technology Magazine;Jul/Aug2012, Vol. 17 Issue 4, p32 

    The article takes a look at the projections for the professional services sector in 2012. According to the author, call center has ushered in a significant paradigm shift in the ways that businesses handle customer service. The author add that many companies are finding that they can better...

  • Interday Forecasting and Intraday Updating of Call Center Arrivals. Haipeng Shen; Huang, Jianhua Z. // Manufacturing & Service Operations Management;Summer2008, Vol. 10 Issue 3, p391 

    Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for interday and dynamic intraday forecasting of incoming call volumes. Our approach is to treat the intraday call volume profiles as a high-dimensional vector time...

  • Man Vs. Machine--New Steps Taken To Boost Usage Of Speech Recognition. Jepson, Kevin // Credit Union Journal;11/15/2004, Vol. 8 Issue 46, p21 

    Discusses the reaction of the members of the credit union industry on the implementation of the speech recognition technology by Travis Credit Union in its call center menu in Vacaville, California. Preferred type of technology of the members in navigating the call center; Nature of speech...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics