Lessen Healthcare Frustrations By Peter Lyle DeHaan, PhD Talk to just about anyone today about healthcare and they’ll voice frustrations. Providers are frustrated that they’re hampered from giving the best care to patients. Patients are frustrated with the complexities of navigating the healthcare system and receiving the care they want. They especially balk at automation […]
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 […]
Discover What Makes Your Call Center Unique By Peter Lyle DeHaan, Ph.D. What does your healthcare contact center stand for? How do you stand out in an industry with many options? Understanding who you are is the first step to determining your distinctive characteristics. But why does this matter? This is important because when you […]
We Need to Be Ready to Learn Whatever We Can, Wherever We Can By Peter Lyle DeHaan, Ph.D. Last week I went to a walk-in healthcare clinic to deal with an itchy skin affliction that was driving me crazy. (It turns out it was poison ivy or some variation thereof.) Not only did I get […]
By Peter Lyle DeHaan, Ph.D. Telephone answering services are by definition a subset of the call center industry. However, while the greater call center industry has a history spanning more than 30 years, telephone answering service has an 80-year history. In the 1920s, and the decades that followed, enterprising entrepreneurs began opening localized telephone answering […]