Offers Key Insights for the Call Center and Contact Center Industry Running a call center is challenging, but it can also be rewarding. In his latest book Call Center Connections, call center veteran and publisher of Connections Magazine, Peter Lyle DeHaan, PhD, provides practical insights and tips to help call center professionals excel in their […]
Call Center Outsourcing Can Produce Significant Outcomes As healthcare facilities evaluate their effectiveness and efficiencies, they scrutinize every area. One such consideration is the call center. At some point they often consider the benefits of outsourcing their call center work to a specialist company that focuses entirely on providing call center and contact center services. […]
Consider the Pros and Cons Call centers were once centralized operations that functioned at a singular facility. Yet, thanks to today’s technology, they no longer need to be constrained to one location. This means that today’s call center can function as a distributed enterprise, with some agents working from a centralized office and others working […]
Tips to Hire and Retain Top Talent The key to success in any medical call center is people. Your staff is the backbone of your operation. But you know this. That’s why it’s essential to build a strong team. Here are some considerations to help you move toward this outcome. More Than Compensation The first […]
Don’t Let the Day-to-Day Pressures of Running Your TAS Push Aside What Matters More Running a telephone answering service is a challenging proposition. It seems there’s always too much to do and not enough time to do it. Therefore, it’s understandable when the day ends before you complete your to-do-list. But that’s not justification for […]
Think Like a Caller and Not a Call Center Manager In healthcare we talk about the needs of patients, and in call centers we talk about the needs of callers, that is patients who call on the phone. Yet both needs are challenging to fully attend to when we’re deep in the daily details of […]
Care for Your Staff and They’re More Likely to Care for You and Your Callers Staffing a call center is hard. Keeping it staffed is getting harder. With finding new staff becoming increasingly challenging, retaining existing staff is even more critical. Here are five tips to create a positive call center work environment and boost […]
Lessen Healthcare Frustrations Talk to just about anyone today about healthcare and they’ll voice frustrations. Providers are frustrated that they’re hampered from giving the best care to patients. Patients are frustrated with the complexities of navigating the healthcare system and receiving the care they want. They especially balk at automation that seeks to save costs […]
Technology Tools Can Be Our Friend Most all telephone answering services (TAS) use a lot of technology to supplement the work of their agents. Yet technological advances aren’t always readily embraced. Yes, a few visionaries will grasp the application and move forward right away. The other extreme is those who are the last to implement […]
Top Metrics for Evaluating Performance and Efficacy Call centers have been around for decades, and the industry has an established set of proven metrics to measure overall performance and outcomes. Let’s take a moment to review some of these top call center metrics to use in measuring success. Then consider how they apply to non-call […]