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 […]
By Peter Lyle DeHaan, PhD This fall, the thoughts of school age children everywhere are focused on returning to school. Some approach the new school year with dread and trepidation, a few with excitement and high expectation, and others with inevitable acquiescence and acceptance. Regardless of their personal perspective, many will be faced with the […]
By Peter Lyle DeHaan, Ph.D. What is benchmarking? At its simplest, benchmarking is objectively comparing your call center with others. Brad Cleveland of Incoming Calls Management Institute states that “Benchmarking is comparing products, services, and processes with those of other organizations, to identify new ideas and improvement opportunities.” Whereas Dr. Jon Anton of Purdue University […]
By Peter Lyle DeHaan, PhD Headsets were an invention, born out of necessity, to prevent the fatigue and strain caused when agents worked all day on the phone. In order to free both hands for operating equipment, handwriting messages, and filing papers, operators of yesteryear could not hold a telephone handset with one hand, but […]