Now Is the Time to Invest in Your Call Center’s Future By Peter Lyle DeHaan, Ph.D. Long gone are the days when all you needed was a telephone and a message pad to process calls. For decades call centers have relied on technology to increase efficiency and optimize results. And never has that been truer […]
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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 […]
Discover How to Effectively Work in a Home Office, Whether Long-Term or Short-Term By Peter Lyle DeHaan, Ph.D. I recently celebrated twenty years of working from home. For the first year I divided my time between my home office and a traditional office. I followed that with a couple more years that included travel. But […]
Take Steps to Meet the Healthcare Needs of Your Healthcare Call Center Staff By Peter Lyle DeHaan, Ph.D. I enjoy going to the zoo with family. We go several times each year. A special bonus are those opportunities to interact with the zookeepers and learn more about the animals under their care. During a recent […]
Let Your Call Center Employees Know You Appreciate Their Work By Peter Lyle DeHaan, Ph.D. We just celebrated Thanksgiving in the United States, which is a time where we typically reflect on what we’re thankful for—when we’re not scarfing down a holiday feast. Do you let your staff know you appreciate them? I’m sure you’ll […]
Give Staff Opportunities to Make an Impact through Their Work By Peter Lyle DeHaan, Ph.D. We’ve been considering five strategies to retain call center staff. The first four are through agent compensation, agent benefits, learning situations, and growth potential. Now we’ll address the fifth one. It’s showing staff how they can make a difference in […]
Increase Employee Tenure by Showing Them Their Future with Your Organization By Peter Lyle DeHaan, Ph.D. In considering the five tips to better retain call center staff, we’ve looked at agent compensation, agent benefits, and learning situations. Now we’ll address providing staff with employee growth potential opportunities. With your employees learning enhanced work skills, don’t […]
Everyone Wins When You Provide Strategic Training for Your Staff By Peter Lyle DeHaan, Ph.D. We’ve looked at five tips to better retain call center staff. The first two addressed agent compensation and agent benefits. Now we’re going to look at learning opportunities. Today’s entry-level workforce values jobs that allow them to grow mentally. Educational […]
Spend More on Retaining Staff and Less on Hiring and Training Their Replacements By Peter Lyle DeHaan, Ph.D. We’ve looked at five tips to better retain call center staff. Agent compensation is first on most people’s list. However, it might not be the most important item, merely the one most cited. Pay rate alone isn’t […]
Don’t Brush Aside the Importance of Providing Appropriate Call Center Agent Pay By Peter Lyle DeHaan, Ph.D. In my article “Ideas to Better Retain Call Center Staff,” we looked at five tips to improve call center staff retention rates. I first considered compensation, a topic of great concern for managers and which carries a critical […]