By Peter Lyle DeHaan, Ph.D. In healthcare, contact center agents provide vital care and assistance over the phone, helping patients, scheduling appointments, and making referrals, thereby saving callers time, addressing concerns, and enhancing overall care. As in all sectors, contact centers help lower customer acquisition costs, increase customer retention, save money in the provision of […]
Tag: Peter Lyle DeHaan’s Vital Signs
Categories
Have It Your Way
By Peter Lyle DeHaan, Ph.D. The Ford Model T was available in only one color. Henry Ford reportedly quipped, “You can have any color, as long as it’s black.” His assembly-line production method changed the way cars were made and introduced a predicable consistency, standardizing the manufacturing process. It was a trait that was highly […]
By Peter Lyle DeHaan, Ph.D. Over the years, I’ve attended numerous conventions, trade shows, expos, and conferences. Often, my role is that of a reporter and photographer. Sometimes I’m there to make a presentation, others times as an exhibitor, and occasionally as an attendee. For each of these functions, there are certain requisite steps needed […]
Categories
Go for the Green
By Peter Lyle DeHaan, Ph.D. No, this isn’t an article about amassing quantities of cash or an allusion to pursuing an Olympic medal. Rather, it is about environmental green, specifically as related to AnswerStat magazine. Having been bitten by the ecology bug as a teenager, I have always had a favorable predisposition towards the environment […]
Categories
Watch What You Bill
By Peter Lyle DeHaan, Ph.D. One of the common outcries emanating from the healthcare debate is the charges for services rendered. Seemingly, everyone has a story about an outrageous bill covering what he or she perceived as a relatively minor procedure, test, or visit. Although those generating the bills know the imperative need to capture […]
By Peter Lyle DeHaan, Ph.D. When my daughter visits, we often go for walks. Unfortunately, I had been finding it necessary to forego that particular pursuit, not because of a lack of interest, but because blisters would be a painful result. Although we were both dismayed at this, it was my daughter who took the […]
By Peter DeHaan, PhD The rate of success of agents transferring calls is often poor. Based on my experience, successful transfers occur less than half the time. In addition to being disconnected, there problems are being transferred to the wrong extension or being put on endless hold. To help here are some common sense, but […]
Categories
Tracking the Wrong Thing
By Peter Lyle DeHaan, Ph.D. I’m a numbers guy. I like to look at statistics and track data trends. I enjoy making spreadsheets, calculating ratios, and viewing time-sequenced facts graphically. It is great fun – and a waste of time when I’m tracking the wrong thing. A case in point is the owner of a […]
By Peter Lyle DeHaan, PhD A few years ago, Internet-centric companies were the next big thing; they were the dot coms! Their basic premise was insightful, if not simplistic. With the pull of the ubiquitous Internet and the support of massive server farms, their business models would be infinitely scalable, while customer service would be […]
By Peter Lyle DeHaan, PhD If you have technology in your call center, then you’ve likely been frustrated by false alarms and erroneous error messages. I was recently reminded of this as I searched for the source of an alarm, warning me that something was awry at home. The culprit: was a carbon monoxide detector. […]