Discover the Right Balance in Agent Scheduling for Your Healthcare Contact Center By Peter Lyle DeHaan, PhD Some healthcare call centers only employ full-time staff. Others do the opposite and only hire part-timers. The ideal solution might be to balance a combination of both full-time and part-time agents. Full-Time Call Center Agents A key benefit […]
Tag: Peter DeHaan column
Make Sure Your Policies and Procedures Accurately Reflect Remote Work By Peter Lyle DeHaan, PhD In the past year, many healthcare call centers scrambled to adjust to ever-changing expectations and requirements to keep employees safe while continuing to work. Some call centers already had viable work-at-home protocols in place and a few were already 100 […]
Move beyond a Mindset of Answering Calls to Facilitating Interactions By Peter Lyle DeHaan, PhD This year has been a challenging one no matter how we look at it. Our status quo as an industry—to whatever degree we ever had a status quo—has been shaken. Everything seems to have changed. Our response has been as […]
Now More Than Ever, Take Time to Say “Thank You” By Peter Lyle DeHaan I’ve seldom been in a call center that wasn’t busy. Even the ones that weren’t quite as busy as others still had calls come in at a steady pace. And this was during normal times. What about the not normal times […]