Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
By Peter Lyle DeHaan, Ph.D. Voice logging is an important and valuable call center technology, considered by many to be an indispensable support tool. Voice logging allows calls to be recorded for quality assurance, training, self-evaluations, verification purposes, and dispute resolution. Because of the terrorist attacks in the United States on September 11, 2001 there […]
By Peter Lyle DeHaan, Ph.D. When I started publishing AnswerStat’s sister magazine, Connections Magazine, it operated as a virtual company. This wasn’t intentional. It just worked out that way and continues to be the case. Not only am I the only one working in the “corporate office,” there are no local suppliers either. Indeed everyone […]
By Peter Lyle DeHaan, Ph.D. Of all the exciting advances in medicine, there is one that falls outside the traditional scope new drugs, innovative procedures, or revealing research. This development is in the application of telephone technology to facilitate the provision of healthcare. Lumped into the broad category called telemedicine or telehealth, the telephone is […]
By Peter Lyle DeHaan, PhD From a business standpoint, I have long been impressed by Michael Dell who started assembling PCs in his college dorm room and parlayed his talent into the multi-billion dollar Dell Computer. Dell is legendary for their low-cost computers, resulting from efficient and innovative manufacturing processes. Plus, the idea of custom […]
Compiled by Peter DeHaan, Ph.D. Legal issues regarding the recording of phone calls must be considered before embarking on voice logging. This varies on a state-by-state basis. Some states and countries require “one-party notification” in which only one of the two individuals needs to be made aware that the call is being recorded. This, of […]
Telephone Triage Protocols By Peter Lyle DeHaan, Ph.D. One of the pioneers of telephone triage protocols is Dr.Barton Schmitt. His telephone triage clinical content for pediatrics is used by McKesson, LVM Systems, Epic, Intellicare, Fonemed, and United Health Care (Optum). Together that is over 400 call centers. The book form is used in an estimated […]
By Peter Lyle DeHaan, PhD By leaps and bounds, the ubiquitous Internet is becoming more pervasive and accepted, even expected, in our daily lives and the world around us. While some call centers strive to be innovators on the leading edge of this societal evolution, most are content to follow the lead and experience of […]
By Peter Lyle DeHaan, PhD I first heard about the ‘Net over 20 years ago from one of my electronic school buddies. He landed a job with a computer mainframe manufacturer and was assigned to work at a university. He regaled me with tales of instantaneously sending text messages across the country and doing so […]
By Peter Lyle DeHaan, Ph.D. Let me be the first to welcome you to the premier issue of AnswerStat magazine. AnswerStat is dedicated to providing you, our readers with practical, relevant, and useful information about healthcare and medical related call centers. We are an advertiser-supported publication, which allows us to send this magazine to you, […]
By Peter Lyle DeHaan, PhD For years, starting when the teleservices industry was in its infancy, call center managers have likely wish that their staff could work from remote locations. The reasons for this vary, from tapping into a different labor market to providing a local presence and gaining greater efficiency by tying together multiple […]