Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Call Center Outsourcing Can Produce Significant Outcomes By Peter Lyle DeHaan, PhD 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 […]
Consider the Pros and Cons By Peter Lyle DeHaan, PhD 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 […]
Tips to Hire and Retain Top Talent By Peter Lyle DeHaan, PhD 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. […]
Don’t Let the Day-to-Day Pressures of Running Your TAS Push Aside What Matters More By Peter Lyle DeHaan, PhD 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. […]
Think Like a Caller and Not a Call Center Manager By Peter Lyle DeHaan, PhD 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 […]
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 By Peter Lyle DeHaan, PhD 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 […]
Technology Tools Can Be Our Friend By Peter Lyle DeHaan, PhD 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 […]
Top Metrics for Evaluating Performance and Efficacy By Peter Lyle DeHaan, PhD 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 […]
I remember it well. Alone, I sit in my home office. I should be working. I’m not. I’m distracted. In my windowless basement room, I swing the door shut and dim the lights. I know what I must do, but I don’t want to. I’ve been writing and publishing for years, but I’ve never owned […]