Whatever the future throws at us, the healthcare contact center industry will respond with excellence By Peter Lyle DeHaan, PhD The healthcare industry in the United States exists in uncertain times. What does the future hold? I don’t pretend to know the answer, but what I do know is that healthcare contact centers are the […]
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By Peter Lyle DeHaan, PhD We understand a computer room full of equipment. It’s tangible. We can see it, touch it, and kick it (but don’t do that). It’s how we’ve done things for decades, since the beginning of computers and telephony switches. Contrast this to internet-delivered solutions, which go by a myriad of names, […]
By Peter Lyle DeHaan, PhD I don’t want to write about the US presidential elections, but I need to. Here’s why: Because of the election, expect changes in healthcare for 2017 and beyond. There are two scenarios: Scenario one will produce a backpedaling of existing laws and regulations as it relates to healthcare, which will […]
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Capitalize on Small Wins
By Peter Lyle DeHaan, PhD I haven’t followed baseball much in recent years, but I still periodically check how my state’s Detroit Tigers are doing. This past Sunday, going into their final scheduled game of the regular season they still contended for one remaining wildcard slot in this year’s playoffs, but a 0 to 1 […]
By Peter Lyle DeHaan, PhD When searching for an Internet service provider (ISP) I entered my address into the website of the most likely supplier. Four service options came up. I clicked the first, and it said, “Service not available.” I clicked the second, and it said, “Service available.” They appeared to be the same […]
By Peter Lyle DeHaan, PhD I have a love/hate attitude toward downloading monthly statements and invoices. I love receiving the information faster and storing it electronically. I hate the problems that come up, such as down websites, login frustrations, redesigned pages that seem to hide my information, and unavailable statements. And this doesn’t just apply […]
By Peter Lyle DeHaan, PhD A friend recently switched his healthcare insurance. His new provider declared that his weight was an issue and charged him a premium as a result. His former insurer had done so too, along with the two before that. Each time he’d shrug his shoulders with an “Oh, well” attitude. This […]
By Peter Lyle DeHaan, PhD We open 2016 with a new approach to AnswerStat. This occurred after consultation with our key advertisers and while keeping your needs in mind. First, what stays the same: We will continue to serve you, our loyal readers, with six issues a year. We will continue to have industry-relevant content […]
By Peter Lyle DeHaan, PhD The first issue of AnswerStat magazine rolled off the presses over a dozen years ago. Since then much has changed. Call center technology has advanced, customer expectations have expanded, hiring and training practices have evolved, and new service opportunities have emerged. The Internet exploded into a global phenomenon that altered […]
By Peter Lyle DeHaan, PhD As a consumer, I have a love-hate response to surveys. Often I dismiss them and feel guilty. Other times I take them and feel I’ve wasted my time. I group surveys into four categories: Market Research: The first type of survey is market research. Those who complete the survey have […]