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Business

The Ideal Follow-Up Strategy

Strive to Help Each Prospect By Peter Lyle DeHaan What is the ideal follow-up strategy? Consider these examples and then apply them to your sales and marketing efforts. Once I researched some software that promised to streamline my publishing business and integrate operations, as well as provide me with new tools. Given all this, I […]

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Telephone Answering Service

Two Main Types of AI

Not All Versions of Artificial Intelligence are the Same By Peter Lyle DeHaan, PhD There are two types of AI (artificial intelligence). The most recent version of AI is generative AI. Contrast this to predictive AI, also called regular AI, non-generative AI, or analytical AI. For simplicity, we’ll refer to all these alternate labels as […]

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Call Center

What Is Artificial Intelligence’s Place in Your Call Center?

Make an Informed Decision about Implementing AI By Peter Lyle DeHaan, PhD You’re no doubt tired of hearing about artificial intelligence (AI). You probably also realize that AI is not another trend that will disappear and fade into history. Call center AI is a persistent technology that’s here to stay. Everyone, it seems, has an […]

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News

New Book: Sticky Living

Make Every Moment Matter and Leave a Legacy Live a life that sticks! Sticky Living challenges us to make every moment matter and leave a legacy that lasts beyond our careers…and our lives. While work is important, it only accounts for a fraction of our lives. Embrace the significance of family, relationships, and non-work time […]

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Healthcare Call Centers

Tips to Reduce Agent Burnout in Healthcare Call Centers

Adopt a Counterintuitive Strategy to Address This Common Staffing Problem By Peter Lyle DeHaan, PhD The healthcare industry has long suffered from labor shortages, which contributes to burnout. This forces otherwise competent staff into exiting the industry. Though we won’t solve this labor shortage dilemma, we can seek to minimize burnout. This includes burnout of […]

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Healthcare Call Centers

Measuring Call Center Success

Key Metrics for Evaluating Agent Performance in a Medical Call Center By Peter Lyle DeHaan, PhD The impetus for call centers was to increase efficiency and save money. This was an admirable goal, and call centers did exactly that. The result is a model that most call centers operate under today. They use this in […]

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Telephone Answering Service

Customer Communications 101

Sharpen Your Focus on What Matters Most By Peter Lyle DeHaan, PhD Telephone answering services face a myriad of challenges. These range from competing options to technological solutions, from cost-effective service offerings to ensuring profitability. As a result, it’s easy to lose sight of the basics. Here are the key considerations of customer communications 101: […]

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Healthcare Call Centers

The Importance of Agent Training and Development

Invest in Your Call Center Staff to Best Serve Your Patients By Peter Lyle DeHaan, PhD Call center agents are often the first contact someone has with your organization. If they conduct themselves well, this establishes a positive first step for a long-term successful relationship. But if they fall short, it may be your last […]

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Call Center

5 Essential Skills Every Call Center Agent Should Have

Hire The Right Staff to Achieve Optimal Outcomes By Peter Lyle DeHaan, PhD Call center success hinges on your agents. The right agents produce the best results. This starts with hiring. Here are five essential agent skills to screen for in the interview process. 1. Clear Speech The first essential agent skill is that they […]

Categories
Healthcare Call Centers

Improve the Patient Experience in Your Medical Call Center  

Focus What You Do Based on What Matters Most to Your Patients By Peter Lyle DeHaan, PhD Our call center platforms generate a myriad of statistics. The vast number of them is sure to overwhelm any manager, so we pick a few key ones to track. Common ones are average speed to answer, hold time, […]