Make Sure Each Piece of Contact Center Technology Works as a Seamless System By Peter Lyle DeHaan, Ph.D. In continuing our series on call center integration, we move to the topic of technology, specifically the need to integrate your call center tools. Today’s vendors offer a wide array of technology options to enhance the contact […]
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Multi-Channel Integration
Serve Patients Better and Produce Superior Outcomes By Peter Lyle DeHaan, Ph.D. Some healthcare call centers only handle telephone calls by design and others do it because that’s what they’ve always done. But most have embraced a contact center mindset, where they’re handling more than telephone calls. Channel Options This can include email, text messaging, […]
Be Sure You Deliver the Options Today’s Consumers Expect By Peter Lyle DeHaan, PhD For years we’ve talked about the need for healthcare call centers to become contact centers. This name realignment shifts our attention from telephone calls to embrace other forms of contact as well. This is a multi-channel mindset, and we provide multi-channel […]
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Sticky Customer Service
With Increased Competition and More Patient Options, Providing Excellent Customer Service Is More Important Than Ever By Peter Lyle DeHaan, PhD I’ve covered various aspects of the call center industry, focusing here on healthcare contact centers, for the past 20 years. A persistent and reoccurring theme throughout this time has been customer service. This, I’m […]
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Remember to be Thankful
In The Middle of Struggles, Turmoil, and Difficulties, Pause to Celebrate the Positive By Peter Lyle DeHaan, PhD The United States and a few other countries will celebrate Thanksgiving in November. Canada and some other nations do so in October. Regardless of when you celebrate Thanksgiving—or even if it’s not a holiday where you live—take […]
Now Is an Ideal Time to Enhance the Skill Level of Your Telephone Staff By Peter Lyle DeHaan, Ph.D. We live in interesting times, to say the least. Too often the healthcare call center industry spends much time focusing on the crisis of today that it squashes all thought about planning for tomorrow. Once we […]
Access Two Hundred Healthcare Call Center Articles Now in One Place By Peter Lyle DeHaan, Ph.D. For the past twenty years I’ve covered various aspects of the call center industry, publishing relevant trade periodicals. This includes AnswerStat, as well as our sister publication, Medical Call Center News. During these two decades, I’ve written over five […]
How We Conclude This Year Will Prepare Us for What Happens Next Year By Peter Lyle DeHaan, Ph.D. This year continues to be a challenging one, more so than most others—perhaps any other. As we look forward to a new year in our healthcare call center, we turn the calendar with expectations of a better […]
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 […]
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 […]