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Telephone Answering Service

Tips to Streamline Your Telephone Answering Service

Be Intentional About What You Do So You Can Do It Better and Faster By Peter Lyle DeHaan, PhD Running a telephone answering service is a labor-intensive endeavor. It takes staff to offer the personal service your clients expect. And staffing costs money, emerging as your greatest expense. It may be tempting to automate your […]

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News

New Book: Call Center Connections

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 […]

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Healthcare Call Centers

The Benefits of Outsourcing vs. In-House Operations for Healthcare Call Centers

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 […]

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Call Center

Exploring Virtual Call Centers

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 […]

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Healthcare Call Centers

Build a Strong Team for Your Medical Call Center  

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. […]

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Telephone Answering Service

8 Common Mistakes to Avoid When Running a Telephone Answering Service

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. […]

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Healthcare Call Centers

How to Improve Patient Satisfaction in Your Healthcare Call Center

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 […]

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Call Center

5 Tips to Create a Positive Call Center Work Environment

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 […]

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Healthcare Call Centers

How a Medical Answering Service Can Improve Patient Satisfaction

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 […]

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Telephone Answering Service

Dealing with Answering Service Technology

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 […]