Facilitate Better Communication and Connectivity Within and Outside Your Operation By Peter Lyle DeHaan, Ph.D. With the staffing challenges that most every healthcare call center faces, it’s more critical now than ever to optimize your operation for greater effectiveness and increased efficiency. One way to do this is to integrate your call center. Let’s consider […]
Here are the key steps to write and indie publish a book. Since I’ve written and published many books, I made my own checklist (on which the above list is based) to make sure I cover everything and don’t miss a step. As more options become available and I learn more about the writing and […]
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Writing Investment
For years I made the mistake of not investing in learning the craft of writing. Though I certainly put in the time, for years I was reluctant to spend money. But taking the cheap way out merely held me back. Here are some investments I’m now making to become a better writer: Of course, none […]
The Elements of Style is an excellent writing resource. Start with it. Then build on that foundation. For a comprehensive reference on punctuation and formatting, there are several notable resources. Unfortunately, none of them are in complete agreement, with obvious conflicts. Each guide has its advocates. And many have specific applications. While some people know […]
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Going Beyond the Call
Offer Call Backs and Customer Service Options By Peter Lyle DeHaan, Ph.D. In thinking about going beyond the call, you may assume this is an article about offering web chat, text messaging, and email response in addition to handling phone calls. Though I’m an advocate of these options, thereby turning your call center into a […]
What do the days ahead hold for those of us who publish books? What is the future of book publishing? Given the rapid changes the industry is undergoing, we anticipate a different tomorrow, but just how much different will it be? Will today’s roles even exist in a decade or two? Predicting the future or […]
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Coordinate with Marketing
The Call Center Should Be the First to Know, Not the Last By Peter Lyle DeHaan, PhD Too many call center agents learn about the launch of their healthcare organization’s product, incentive, or promotion from callers, not management. I hope your operation is different, but I fear you, too, have found yourself in this unenviable […]
At one time, I became preoccupied with my writing platform. This was a huge mistake. It nearly ruined my career and almost destroyed me as a writer. I lost the joy of writing and was ready to give up. It wasn’t until I stopped fixating on growing my platform that my passion to write returned. […]
Assisted publishing or subsidy publishing is paying a company (or a person) to publish your book for you. I don’t have any experience using assisted publishing, because it’s not the right option for me. If you go this route, check references, ask a lot of questions, and treat it like a business decision—because it is. […]
Use Social Media as the Spokes of the Wheel and Your Website as the Hub By Peter Lyle DeHaan, PhD Most telephone answering services (TASs) have a website. That’s great! But not all do. They don’t think it’s worth the modest investment and feel social media serves them quite well. I’ve even heard from services […]