Article Repository Consolidates Industry Resources By Peter Lyle DeHaan, PhD I published my first article in 1982. It was about pagers. Remember them? It was also the hardest piece I’ve ever written, but it set me on a journey for a lifetime of writing. Over the years I authored a couple thousand articles, some of […]
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Serve Your Stakeholders
Understand Your Purpose in Working at a Healthcare Call Center By Peter Lyle DeHaan, Ph.D. You work in a healthcare call center. Why? The most basic answer is to receive a paycheck so that you can pay your bills. Though this is an essential motivation, earning a living will only take you so far in […]
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Editor Skills
There are three basic types of editors (and they each have various names). Each type of editor requires a different skill set. Developmental Editor A developmental editor, sometimes called a comprehensive editor, looks at big picture issues. For fiction this includes items such as story arc, character development, writing voice, and plot issues. Nonfiction looks […]
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Editing Options
Some writers say they can’t afford an editor, but I say you can’t afford to. No one can. But if you want options, here are three ideas come to mind: Barter First, look for an editor who will barter. They edit, and you perform a service of equal value. It might be writing-related or it […]
Roundup of Articles on Fine-Tuning Your TAS Processes By Peter Lyle DeHaan, PhD Over the past several months we have addressed several ways to optimize your telephone answering service and help position you to increase your efficacy and enhance the service you provide to clients. Here’s a recap: 1. Optimize Your Sales How long does […]
Training New Hires to Answer Calls Is Just the Beginning By Peter Lyle DeHaan, Ph.D. Every new employee needs some training before they are ready to process calls at your call center. The length of training varies from one operation to the next, but the inescapable fact is that training does occur. But in too […]
Working from Home Is the Ideal Solution to Keep Employees Safe and Healthy By Peter Lyle DeHaan, PhD We never know what the future will hold, but we do know that what lies ahead will most assuredly be quite different from what last year held. As you grapple with staffing issues for your call center […]
Discover Why You May Not Want to Follow Conventional Wisdom for Payables By Peter Lyle DeHaan, PhD The standard business advice when it comes to accounts payable is to delay payment as long as possible, even beyond the stated due date—assuming you can get away with it. This benefits cash flow, making more money available […]
Consider Outsourcing to Better Manage Call Traffic and Increase Availability By Peter Lyle DeHaan, Ph.D. As your healthcare call center grapples to deal with more calls than perhaps ever before, you seek ways to maintain the service level you provide to callers. Ideas include using automation, increasing employee schedules, and hiring more staff. A fourth […]
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When You Need an Agent
If you plan to publish your book with a traditional publisher, you’ll need an agent. Most publishers only work with agents. Even if you find a publisher who will work with you directly, you should still use an agent. Why is that? Because an agent will negotiate a better contract for you than you could […]