By Peter Lyle DeHaan, Ph.D. Voice logging is an important and valuable call center technology, considered by many to be an indispensable support tool. Voice logging allows calls to be recorded for quality assurance, training, self-evaluations, verification purposes, and dispute resolution. Because of the terrorist attacks in the United States on September 11, 2001 there […]
By Peter Lyle DeHaan, Ph.D. When I started publishing AnswerStat’s sister magazine, Connections Magazine, it operated as a virtual company. This wasn’t intentional. It just worked out that way and continues to be the case. Not only am I the only one working in the “corporate office,” there are no local suppliers either. Indeed everyone […]
By Peter Lyle DeHaan, Ph.D. Of all the exciting advances in medicine, there is one that falls outside the traditional scope new drugs, innovative procedures, or revealing research. This development is in the application of telephone technology to facilitate the provision of healthcare. Lumped into the broad category called telemedicine or telehealth, the telephone is […]
Compiled by Peter DeHaan, Ph.D. Legal issues regarding the recording of phone calls must be considered before embarking on voice logging. This varies on a state-by-state basis. Some states and countries require “one-party notification” in which only one of the two individuals needs to be made aware that the call is being recorded. This, of […]
Telephone Triage Protocols By Peter Lyle DeHaan, Ph.D. One of the pioneers of telephone triage protocols is Dr.Barton Schmitt. His telephone triage clinical content for pediatrics is used by McKesson, LVM Systems, Epic, Intellicare, Fonemed, and United Health Care (Optum). Together that is over 400 call centers. The book form is used in an estimated […]
By Peter Lyle DeHaan, Ph.D. Let me be the first to welcome you to the premier issue of AnswerStat magazine. AnswerStat is dedicated to providing you, our readers with practical, relevant, and useful information about healthcare and medical related call centers. We are an advertiser-supported publication, which allows us to send this magazine to you, […]
By Peter Lyle DeHaan, Ph.D. What is benchmarking? At its simplest, benchmarking is objectively comparing your call center with others. Brad Cleveland of Incoming Calls Management Institute states that “Benchmarking is comparing products, services, and processes with those of other organizations, to identify new ideas and improvement opportunities.” Whereas Dr. Jon Anton of Purdue University […]