The one single most important thing I ever did was to make the commitment to write every day. This principle to write every day, however, is shorthand to write regularly. At first, I wrote five days a week, Monday through Friday. Then I made it six days and eventually seven. Now I’m back to six. […]
Seek Ways to Solve Caller’s Pain Points By Peter Lyle DeHaan, PhD As a medical call center your job is to answer healthcare-related calls and respond to each one efficiently. Yet what if this isn’t what the patient needs? To paraphrase and old saying, sometimes we can win the battle but lose the war. That’s […]
Earlier this year Vince Vitale, marketing director at Startel, interviewed Peter Lyle DeHaan about the future of the call center industry and learned about his best content marketing tips. The result is a two-part series. The first piece, titled “Peter Lyle DeHaan: Contact Center Futurist,” appeared online in March this year. In it, DeHaan looked […]
Many beginning writers wonder about point of view in writing and which should they use. Though there are many books written on this subject, here’s a brief overview. Note that most people use perspective and point of view interchangeably—that’s what I learned in High School English—but others make a distinction between them, claiming that point […]
Though I could hire someone to format my e-books, I format my own. For me, it’s a question of control. With more people self-publishing and many doing their own formatting, readers no longer expect one ideal format. Even traditional publishers aren’t consistent in how they format their e-books. The key is to make sure the […]
Seek Initiatives to Stand Out from Your Competition By Peter Lyle DeHaan, PhD You’re proud of your telephone answering service; at least I hope you are. You strive to serve your clients and their callers well. You do things with excellence. You relish the fact that you facilitate hundreds or thousands of communication efforts every […]
After writing regularly, the second most valuable thing I did was to get feedback on my writing. It was scary at first (and sometimes still is). But to get feedback from our family or friends doesn’t count. They love us and will only tell us good stuff. Or even worse, they’ll say our writing is […]
Peter Lyle DeHaan, founder and publisher of AnswerStat, announced the publication of his latest book, Healthcare Call Center Essentials, on June 6, 2022. “In a very real sense, this book has been two decades in the making,” said DeHaan, “It started when I launched AnswerStat magazine in 2003. I’ve taken what I’ve learned about medical contact centers since then […]
Do you want to stay current with other changes in writing conventions? I wish there was a site, a book, an app, or a publication that would answer these questions. But if there’s a one-stop resource, I don’t know of it. Besides, there would likely be disagreement over it, anyway. Here’s how I work to […]
Effectively Handle Communication Channels in a Medical Contact Center By Peter Lyle DeHaan, Ph.D. In the last issue of AnswerStat we looked at the need for multichannel integration in your healthcare contact center to better serve patients and produce superior outcomes. We considered this from a systems standpoint. Now let’s look at multichannel from an […]