Instead of Hiring New Employees, Seek to Retain Existing Healthcare Call Center Staff By Peter Lyle DeHaan, Ph.D. With low unemployment rates, the task of finding qualified employees to work in healthcare call centers grows more challenging. This makes it even more important to take steps to retain the employees we have. Here are five […]
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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 […]
A Brand is Only as Good as the Company and Staff Behind It By Peter Lyle DeHaan, PhD A company I do business with just announced a name change. They’re rebranding themselves. Their new name is supposed to better align with their core values, culture, and corporate vision. It’s also intended to dispel some confusion […]
For Optimum Results Schedule Agents to Meet Projected Call Traffic By Peter Lyle DeHaan, PhD Call centers rely on people—that is, agents—to meet the needs of callers. This requires developing an ideal agent schedule. Having too many agents results in idle time, with staff on the clock but without enough work to do. This bloats […]
Positioning Yourself as a Profit Center Will Help Drive Budget Success By Peter Lyle DeHaan, PhD I once heard of a hospital marketing manager who identified their call center as their most cost-effective form of marketing, offering the highest return on investment (ROI). It was a profit center. Further shocking was learning that the entire […]
Should We Embrace Technology in Our Medical Contact Centers or Fear It? By Peter Lyle DeHaan, PhD Throughout the history of the call center industry we’ve looked for ways to help our agents be more effective. In the pre-computer days this often meant physical solutions and electromechanical devices that allowed staff to answer calls faster, […]
A Failure to Plan is Planning to Fail By Peter Lyle DeHaan, PhD Before we say goodbye to this year and welcome in the next, we should take time to envision what we want next year to be like, to plan and to prepare so that it’s a really great year. First, I recommend you […]
Forecasting the future of healthcare remains a challenge By Peter Lyle DeHaan, PhD Regardless of what you think about the Affordable Care Act (ACA), the fact that it’s future remains in limbo means that planning in the healthcare industry is challenging at best. Last week, what initially appeared as a final effort to repeal and […]
A successful omnichannel strategy requires intentional implementation By Peter Lyle DeHaan, PhD Have you ever had a company ask how you wanted them to contact you? Options might include phone, email, text, fax, mail, or social media private messaging. How well did they do at complying with your request? With one company I asked for […]
Meeting the two essential elements of a contact is just the first step By Peter Lyle DeHaan, PhD It doesn’t matter if a call is answered in a modern contact center staffed with a team of trained professionals or by one weary person in a single-phone department. In both cases patients and callers evaluate their […]