Categories
Writing and Publishing

Consider Attending the 2011 Breathe Christian Writers Conference

Last week I blogged about attending the ACW Conference in Grand Rapids, Michigan. Coming up is another conference: Breathe Christian Writers Conference. I am in much anticipation of this event—and have been for the past year.

I thoroughly enjoyed last year’s conference and heartily recommend it this year. For 2011, Breathe will be October 14 and 15, again in West Olive Michigan (just south of Grand Haven, Michigan). It is priced right and is sure to be packed with value. Even if you need to travel a bit to attend, it will be worth it.

I encourage you to check out Breathe Conference and attend if at all possible.

I hope to see you there!

Learn more about writing and publishing in Peter’s book: Successful Author FAQs: Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words. Get your copy today.

Peter Lyle DeHaan is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book Successful Author FAQs for insider tips and insights.

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Writing and Publishing

Attending the 2011 ACW Writing Conference

Last weekend I attended the Christian Writers Conference in Grand Rapids Michigan. It was my second time at that particular conference, with last year being my first writing conference ever.

Last year, I was the proverbial deer caught in headlights. I was overwhelmed with how a writing conference functions and the voluminous information—much of it surprising—that was poured into my brain. This year I knew what to expect in terms of content and what I needed to do to squeeze the most value from the experience.

Although attendance was light, the speakers were again excellent. For day one, I chose the non-fiction track, buying the CDs for the fiction track. On day two, I bounced between the many breakout sessions. I was also fortunate to garner 15-minute personal consultations with three of the speakers. All offered wise counsel, which was worth the price of attendance.

I broke my rule of only purchasing one book, instead buying a work of each of the two main speakers. In addition, I was given a third book: The Slave Across the Street, a powerful—and shocking—true story of human trafficking in the US. To win this book, I needed to briefly write: “Why I deserve a free book.” My response was concise: “I write, therefore I am.” Everyone who submitted something won a book, but I was pleased with my submission.

I didn’t pitch any of my book ideas at the conference, citing that a need to complete my dissertation and a biography project were more than enough for me to handle right now. However, I was encouraged to begin pitching my ideas anyway, for even if one were accepted today, it would realistically be six months before I actually could begin work.

I also questioned what type of writing to focus on. Should it be my many non-fiction ideas, my memoir-style concepts, or a fiction series? The advice was to pursue all three and let the marketplace (that is, agents and publishers) determine which road to take at this time. You never know what someone is looking for or what direction may be taken, so multiple pursuits are a wise strategy.

Putting all that I learned into practice will keep me busy for quite some time.

Learn more about writing and publishing in Peter’s book: Successful Author FAQs: Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words. Get your copy today.

Peter Lyle DeHaan is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book Successful Author FAQs for insider tips and insights.

Categories
Writing and Publishing

Experiencing a Writing Conference

Last year, I attended two writing conferences. I went with no clear goal in mind, merely trying to absorb what I could and learn as much as possible. Although I was a squirming novice attendee, I did gain much. This year I will return to those two conferences, this time with a careful plan to make the most out of them.

The first writing conference had no published authors in attendance; the second one had several—which was a bit intimidating. As someone without a book deal, I was in the majority, but we were a silent majority. The verbal minority had all published books.

At the first conference I was dismayed to learn that only three percent of writers make their living by writing full time; the rest need a “day” job to pay the bills. At the second conference I was further dismayed to meet a published author who has cranked out nine books in five years—he, too, needs a day job. By the way, he is not an obscure author either. I had heard of him and two of his books prior to the conference.

At the conference, he taught a class on memoir writing (teaching, incidentally is his day job). A few of my book ideas fall in that genre and he helped me clarify my objectives and develop a better vision. I was also fortunate to have a 15-minute personal consultation with him, where we discussed a specific book idea. He was most supportive.

At writers’ conferences, there are always a plethora of books to buy. Each speaker will plug at least a couple. Knowing my proclivity to buy books faster than I can read them, I limit myself to one book per conference. This time I bought one of his memoirs. At our consultation, I asked him to sign it. He simply wrote, “Thank you for buying my book.”

Learn more about writing and publishing in Peter’s book: Successful Author FAQs: Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words. Get your copy today.

Peter Lyle DeHaan is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book Successful Author FAQs for insider tips and insights.

Categories
Writing and Publishing

Six Reasons to Attend a Writing Conference

Writing conferences are a great place for writers, whether accomplished in their craft or just starting out. At a writing conference, there are many outcomes that can be reasonably expected. In no particular order, they are:

  1. Networking: Conferences provide ample time to interact with other attendees, presenters, and the hosts. This can result in forging friendships, discovering new opportunities, and processing what you have learned with others.
  2. Meeting Agents: There are usually agents or publishers at conferences. Within the confines of decorum and common sense, there may be an opportunity to pitch your book idea. Most publishers no longer work directly with writers; instead, they use agents as a filter. I met one writer who had been to five conferences that year strictly to find an agent.
  3. Attending Lectures: A plethora of presentations will be offered. These are given by accomplished professionals (published authors, agents, professors, editors, and publishers). Often sessions are concurrent, so strategically map out your plan to make the most of what is provided.
  4. Buying Resources: Seemingly everyone will plug books and other resources; most will conveniently be available for purchase at the conference. Without a bit of restraint, it is all too easy to buy more resources then you will ever use; so buy wisely.
  5. One-on-one Consultations: Most of the speakers are available for a 15-minute consultation. These are offered on a first-come, first-serve basis – and many fill up quickly. This may be your most valuable time at the conference, so make the most of it. I recommend scoping this out in advance and determining who you want to meet; sign up as soon as it is permitted.

Encouragement: Conferences can lift up the discouraged or struggling writer. This is coupled with providing a healthy dose of industry realism. Although this can be discouraging, in the end, it will be helpful, saving writers from unwise decisions or wasting time on implausible efforts.

Last year I attended my first writing conference, which I had seen advertised in a magazine. At that conference, another one was plugged, which I also attended. Both were within reasonable driving distance, both were worthwhile, and both will see me again this year. I will share more about them in my next post.

Learn more about writing and publishing in Peter’s book: Successful Author FAQs: Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words. Get your copy today.

Peter Lyle DeHaan is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book Successful Author FAQs for insider tips and insights.

Categories
Call Center

Reflections, Thoughts, and Observations from the Convention

By Peter Lyle DeHaan, PhD

For many years, it’s been my pleasure to attend the annual ATA Convention & Expo. This year’s inaugural springtime event was no exception.  Each year, I look forward to seeing and interacting with others in the contact center industry.

Author Peter Lyle DeHaan

Although I connect with many throughout the year via email and phone, nothing surpasses the value of talking with someone face-to-face. Plus, each year I make new acquaintances and talk to people who I would have never otherwise met.  As a result, I am richer for the experience and more connected to the industry.

The great value that I place on the ATA convention results from a trio of participants: the exhibitors, the attendees, and the ATA staff and volunteers. Notably, it is a positive environment in which helpful and supportive attitudes abound. I also salute ATA for, quite simply, knowing how to put on a great event.

More impressive is that they did it this time with a six-month turnaround from the 2010 convention. The high attendance (during a time when other conference participation is languishing) is a testament to the value members place on the ATA and to the board’s wisdom in moving the annual event from the fall to the spring. (Correspondingly, their annual Washington Summit will move to the fall.)

The key realization that I gathered from this year’s convention is that the level of complexity within the contact center industry is rapidly rising. As such, it is becoming critical for outsourcing contact centers to specialize, either in their niche or by their expertise. I sense that the days of being all things to all clients are coming to a close.

That is not to imply that outsourcing call centers can’t have multiple areas of specialization; market and competency diversification is always a wise strategy. However, fading fast are the days when simply knowing how to train and schedule staff to politely answer the phone will be sufficient to capture and retain clients.

This transition is in part due to the heightened expectations of clients and partially from the increased complexity in most verticals, primarily attributable to burgeoning government regulations.

This year’s event marked the departure of ATA’s long-time CEO Tim Searcy, who has returned to his roots in the operations side of the industry. Normally, the exit of a leader of Tim’s stature would be challenging, but ATA has a solid staff and a strong board to keep things moving forward.

Plus, interim president Bob Kobek is experienced and well-versed with all things ATA. Tim added a fitting exclamation point to his ATA tenure during his keynote address, as he looked towards the future with expectation.

Also looking to the future is the ATA-SRO (self-regulatory organization), which continues to gain traction as more call centers become certified and with some RFPs now stipulating said certification. ATA-SRO certification is positioned to become the expectation for top-tier contact centers.

Also, as covered last month, ATA unveiled its new Customer Experience Professional (CEP) designation. Starting at the convention, ATA members began earning the credits needed to receive this new and promising designation.

Read more in Peter’s Sticky Series books: Sticky Leadership and Management, Sticky Sales and Marketing, and Sticky Customer Service featuring his compelling story-driven insights and tips.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry. Read his latest book, Healthcare Call Center Essentials.

Categories
Call Center

Musings from the 2009 ATA Convention

By Peter Lyle DeHaan, PhD

Having just returned from the 2009 ATA Convention and Expo in New Orleans, I am still processing all the valuable information that was presented and the insightful ideas that were shared. Between the several keynote addresses and multiple breakout sessions, there were over thirty presentations of which to avail oneself. In addition to this were the ongoing networking opportunities with vendors and attendees.

Author Peter Lyle DeHaan

Given the economic conditions of our day, the convention was much the anomaly, with attendance slightly surpassing last year’s mark and with the number of breakout presentations 50 percent higher. For several of the keynote addresses it was standing room only, with late arrivals relegated to the perimeter of the hall. Overall, those I talked to made positive comments on the quality of the presentations and the enthusiasm of attendees. Although the vendor space was understandably down slightly, those I questioned were pleased with making good contacts and logging quality leads. Some prospects are in a buying mode now, with many preparing to move forward in 2010.

Reactions from call center executives about their year resulted in a range of responses. Some who had seen a decline in call volumes and revenues used the year as an opportunity to position themselves for growth as the economy emerges from the recession. Others reported level results, and a few experienced growth in 2009. Of course, those in dire situations were not likely attending, but given that attendance was nearly the same as last year, there are assumedly not too many centers in that position.

Of the many things that were shared, here are some of the items that have risen to the forefront of my thinking:

Social Media: There were three heavily attended sessions on social media. Given its rapid adoption and massive usage, social media is clearly not a fad, but rather a social evolution – with profound business applications. Social media offers new — and significant – channels for marketing, customer service, and call center work.

Although specific social media offerings may wax and wane over time, the overall trajectory of social media is growth, sustainability, and opportunity. The key applications mentioned that are worthy of consideration include Facebook, Linked-In, MySpace, Twitter, Flickr, Second Life, YouTube, and iTunes, along with blogging and podcasting. Keynote speaker Lon Safko, author of the best-selling book, Social Media Bible, advised that everyone set aside thirty minutes a week to “explore social media.”

Calls to Contacts: Although I have long viewed the call center as more than an entity that processes phone calls, I have been reluctant to rechristen it as a contact center. However, it is clearer to me than ever that tomorrow’s call center will be a contact center in both word and in deed.

Those who persist in being “just” a call center will risk obsolescence and becoming inconsequential. Notwithstanding that, a few call centers could carefully and strategically position themselves in a call expert niche, eschewing all other contact options and opportunities. However, there will likely be limited room and opportunity for those who fail to migrate from processing calls to handling contacts – or diversify into other related or synergistic areas.

Although critical mass has not yet been reached, now is the time – for those who have yet to do so – to begin embracing non-telephony contacts for their centers. While it might seem overwhelming to know what ancillary contact channel to embrace first, the key point is to pick one and move towards it. Failing to act is not an option. Fortunately, many of the vendors at the convention offer software, tools, and insights to help centers successfully move from calls to contacts.

Self-Regulation: In 2006, ATA founded the ATA-SRO, developing call center standards to address consumer needs while reducing the impetus for legislation. These standards address both inbound and outbound teleservice work. Last year, call center certification began, with the first auditors being trained and call centers moving towards compliance. Already several centers have been certified by the ATA-SRO, with many more in process.

What is equally compelling is that there are already major organizations adding ATA-SRO in their RFPs, requiring that call center outsourcers be ATA-SRO-certified, or at least moving towards certification; noncertified call centers will not be considered for these major outsourcing contracts. Tim Searcy shared that in this regard the tipping point is about to occur. He also mentioned that the ATA has been receiving inquiries from organizations in other countries that desire to copy or model the ATA-SRO. That is a great affirmation to the inherent quality and understood value of the ATA-SRO. U.S. Senator David Vitter gave similar accolades in his keynote address at the convention.

Customer Expectations Continue to Rise: Many of the sessions related to customer service, albeit from varying angles – such as first-call resolution, metrics, staffing, retention, coaching, and case studies. The bottom line is that customers expect more than they did last year, and next year they will expect more than they do today. What was once leading edge is now standard operating procedure (SOP), and what was SOP is now outmoded. As such, contact centers that don’t stay abreast of the latest customer service developments and customer-centric practices – based on continually increasing customer expectations – run the real risk of soon being relegated to a second tier player.

Staying abreast of the latest contact center trends and customer service movements is key to maintaining relevance as a call center practitioner. Ongoing education, such as was provided by the many speakers at the Convention, is a great first step to remaining on the crest of the customer service wave – and out of the trough of irrelevance.

While there were many other relevant and compelling discussions, ideas, and developments at the 2009 ATA Convention, these have been my primary reflections: The effect and influence of social media for both businesses and call centers cannot be ignored; we need to jettison a call preoccupation and embrace a contact mentality; ATA-SRO certification is the route for tomorrow’s leading contact centers; and we must continually strive to meet and exceed ever-increasing quality service expectations.

If that won’t keep you busy, I don’t know what will.

Read more in Peter’s Sticky Series books: Sticky Leadership and Management, Sticky Sales and Marketing, and Sticky Customer Service featuring his compelling story-driven insights and tips.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry. Read his latest book, Healthcare Call Center Essentials.

Categories
Call Center

2008 ATSI Annual Convention and Expo

By Peter Lyle DeHaan, PhD

The Annual ATSI Convention and Expo was held June 18-21 at the Union Station in St. Louis. The theme was “Step Up to the Plate.” In terms of attendance, content, and the auction, the convention was a great success. For convention attendees who may have snuck out to catch a baseball game, the St. Louis Cardinals were swept by their rivals Kansas City.

Author Peter Lyle DeHaan

Given the rains and the flooding Mississippi River, it turns out that an alternate theme could have been “The River Is Rising.” The river reportedly crested Friday morning at about thirty-seven feet. Fortunately, the flooding did not affect the Convention and Expo, where the only thing rising was interest and excitement for the industry.

For this year’s convention, there were a record 185 full registrations. ATSI membership stands at 385, an increase from last year. Two new board members were announced: Brian Gilmore and Wil Porter, whose terms began on July 1st.

Wednesday, the initial day of the convention, was a time when many of the users groups met (Centurisoft, OEO, NAEO, PIN, SNUG, TUG, and TUNe). The business meeting was also held, chaired by outgoing president Allan Fromm. This was followed by a first timers’ reception followed by the opening reception for all attendees.

On Thursday, Tim Searcy opened with his insightful presentation entitled: “Futurecast for the Teleservices Industry.” Tim shared that as an industry, we are at a fork in the road. The available options go in diverging directions, and the path we choose will pave the way towards either success or failure. Some of his candid and interesting comments included:

  • Of all communication channels available, 64 percent of interaction is via the phone.
  • The benefit of focusing on high-quality service versus low-cost service is a much better retention of clients. An added bonus is improved agent retention, as they become more satisfied with their jobs since they are then able to do what they were hired to do.
  • Despite a huge decrease in outbound calling and much communication shifting to the Internet, call center telephone traffic has not decreased, but it remains flat.
  • Offshoring will begin to settle. This is due to customer backlash and a weakening U.S. dollar.
  • Tim cited examples of other countries offshoring to the U.S. to save money or achieve quality.
  • Since clients will complain regardless of what rates they are charged, call centers might as well charge a premium price (and provide quality service). That strategy is being used by some of the largest and most successful teleservices call centers.

His concluding summary was:

  • Outsourcing is growing.
  • Live agents are key.
  • There will be more emphasis placed on using the phone.
  • Consumers will determine the future.
  • Ignore regulations at your peril.

The grand opening of the 2008 ATSI Expo followed with lunch in the exhibit hall. After lunch, the exhibit hall continued to be open and more general session presentations were held. The evening’s special activity was the ATSI Educations Foundation Event at the City Museum; 100 people attended.

On Friday, Doug Tatum, author of No Man’s Land: What to Do When Your Company Is Too Big to Be Small and Too Small to Be Big, gave the day’s initial address. In a presentation that resonated well with attendees, Doug shared ideas from his book, No Man’s Land as they applied to the telemessaging and call center industry. Doug affirmed the important role of small business, especially that of the small business entrepreneur, in creating most of the new jobs in the U.S. economy.

Although 90 percent of new small businesses fail within the first few years, those that do succeed are a boon to the economy and grow until they reach a condition he termed as “no man’s land.” Specifically, they become too big to still be considered small, but they are still too small to be deemed big. When businesses reach no man’s land, there are important techniques that can be used to effectively navigate and emerge successfully on the other side. Doug detailed these various scenarios and the methodologies for responding to them.

After a day packed with several general sessions, concurrent breakouts, and seven hours of the Expo, the day ended with the ATSI Education Foundation Auction. The total amount raised (through the auction, raffle, and foundation event) was $21,830. The Foundation funds ATSI educational programs. In the past, it has provided the seed money for the computer-based interactive CD-ROM programs: Professional Telephone Techniques, TeleServices Training, and Caring In Action.

The 2008 ATSI Convention and Expo culminated with the annual awards presentation; see our separate coverage for a list of the call centers honored.

Read more in Peter’s Sticky Series books: Sticky Leadership and Management, Sticky Sales and Marketing, and Sticky Customer Service featuring his compelling story-driven insights and tips.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry. Read his latest book, Healthcare Call Center Essentials.

Categories
Healthcare Call Centers

Fourth Annual National Telehealth Conference Overview

Children’s Health Network hosted the Fourth Annual National Telehealth Conference from September 27th through 29th in suburban Minneapolis, MN. The Conference attracted over 130 medical professionals from twenty-seven states in the US, as well as Canada and Japan. Continuing medical education credits (CMEs) for physicians were offered, along with contact hours (CEUs) for nurses. Over twenty-five, entities provided support in the form of grants, fees, and donations. (View photo coverage.)

Author Peter Lyle DeHaan

Featured presenters included:

  • Barton Schmitt, MD; The Children’s Hospital, Denver and University of Colorado
  • David Thompson, MD; MacNeal Hospital, Chicago
  • L. Read Sulik, MD; CentraCare Health System, St. Cloud, MN
  • Andrew Hertz, MD; Rainbow Babies and Children’s Hospital, Cleveland
  • Dory Baker, RN, CNP; AE-C; Children’s Hospitals and Clinics of Minnesota
  • Charles Crutchfield, III, MD; Crutchfield Dermatology, Eagan, MN
  • Peter Dehnel, MD; Children’s Physician Network
  • Elizabeth Gilles, MD; Children’s Hospitals and Clinics of Minnesota
  • Michelle Hulse, MD; Children’s Hospitals and Clinics of Minnesota
  • Daniel Halvorsen, III, PhD; Children’s Hospitals and Clinics of Minnesota
  • Phillip Kibort, MD; Children’s Hospitals and Clinics of Minnesota
  • Kelli Massaro, RN, BSN; The Children’s After Hours Telephone Care Program, Denver
  • Lisa Patrick; University of Kansas, Kansas City
  • Lee Pyles, MD; University of Minnesota, Minneapolis
  • Elizabeth Skinner, BSN, JD; Minneapolis, MN
  • Sherry Smith, RN, MSN, MBA; 3CN, Gilford, NH
  • Patsy Stinchfield, RN, CNP; Children’s Hospitals and Clinics of Minnesota
  • Michele VanVranken, MD; Children’s Hospitals and Clinics of Minnesota

Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.

Categories
Healthcare Call Centers

Achieving Clinical Excellence in Telephone Triage

By Peter Lyle DeHaan, Ph.D.

The first annual Reach for the Stars Pediatric Telehealth Conference was held April 30 through May 1 in Bloomington, MN. The conference, organized by Children’s Physician Network of Minneapolis-St Paul, MN, focused on Achieving Clinical Excellence in Telephone Triage. With nearly 300 participants and a dozen vendors represented, attendance exceeded expectations and represented a stellar first year response.

Peter DeHaan, Publisher and Editor of AnswerStat

Terri Hyduke, CEO of Children’s Health Network, welcomed a packed house to Bloomington and opened the conference by introducing keynote speaker Dr. Barton Schmitt. Dr. Schmitt, a nationally recognized expert on telephone triage, pioneered pediatric telephone triage protocols. Dr. Schmitt’s presentation, entitled “Red Flags: Diseases and Symptoms Not to Miss,” was professionally delivered and well received, setting the tone for the rest of the conference.

Following a morning break in the exhibit hall, Dr. Patrick Carolan, an Emergency Department physician, talked about “Pediatric Trauma.” He was followed by nurse practitioner Nancy Fox Carlson, with the topic “Fever Phobia: When To Worry and When Not To.”

After lunch, Dr. Schmitt returned to the podium, giving advice and recommendations for how telephone triage practitioners can “bulletproof” their call process in order to minimize the risk and impact of lawsuits. His advice gave the audience much to consider in this litigious age. Cynthia Brady, CNP, talked about infant wheezing and the delineation between wheezing and asthma.

Following an afternoon break, Dr. Peter Dehnel engaged an eager and still attentive crowd with his presentation entitled, “Is This Colic, or Should I be Worried.” Closing out the first day’s speakers was risk management specialist Janice Netterfield, a risk management RN with Midwest Medical Insurance Company (MMIC), experienced in process improvement, customer service, and quality initiatives. The day concluded with a reception, compliments of the Children’s Physician’s Network, which provided an informal opportunity for networking with the attendees, speakers, and vendors.

The second day opened with a special, reservation-only, sold-out breakfast with keynote speaker Dr. Barton Schmitt. Dr. Schmitt responded to written questions submitted the previous day. With questions ranging from the practical to highly technical, Dr. Schmitt tapped into his years of experience and answered as many questions as time allowed.

The day’s regular sessions then began with Dr. Steven Poole’s presentation on “Selecting and Training Telephone Care Providers.” Connie Robertson, RN, addressed the sometimes overlooked segment of pediatrics, adolescents, with her frank presentation, “Adolescent Assessment: Rapport, Confidentiality, and Sexuality.” Following a morning break with the exhibitors, Dr. Poole resumed the speaker’s platform to cover “Quality Improvement and Ongoing Staff Education.” Dr. Read Sulik, a child and adolescent psychiatrist, then spoke about “Common Childhood Mental Health Problems,” focusing attention on important issues, which are also sometimes overlooked or minimized.

Following lunch, RN Kelli Massaro shared her presentation about “Clinical Excellence in Telephone Triage.” Concluding the day – and the conference – were Julie Cartwright, CEO and Thomas Reed, COO, of HMS Northwest. Their topic was “The Paradox of Telehealth Nursing Practice,” offering a fitting conclusion to an information-packed conference.

Vendors participating in the conference included LVM Systems, The MMIC Group-Technology Solutions, Merck Vaccine Division, 1Call-a division of Amtelco, Mead Johnson Nutritionals, McKesson Health Solutions, Kaiser Permanente, HMS Northwest, Children’s Hospitals and Clinics, Enrica Fish Bookstore, and MedImmune.

Many attendees commented that this was the best conference on telephone triage they had ever attended. Although the dates for next year’s conference have not yet been announced, there was great anticipation for it, with several attendees already planning to attend.

Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.