Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
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 […]
Master the Art of Effective Call Center Communication By Peter Lyle DeHaan, PhD Some people think working in a call center is easy because they like to talk. But that doesn’t guarantee agent customer service success. Instead, successful agents need to work at it. Yes, this is easier for some than others, but no one […]
Lead with Integrity and Manage with Confidence Transform your leadership. Transform your business. It’s time to step up and become the kind of leader your business needs … the kind of leader you were destined to become. In Sticky Leadership and Management, Peter Lyle DeHaan, PhD breaks down what it means to lead with integrity, […]