This Thanksgiving Seek Effective Ways to Show Appreciation to Your Front-Line Employees By Peter Lyle DeHaan, PhD Thanksgiving will soon be here. For many people that means a four-day weekend. There may be a grand feast with family, watching a parade or football game, and perhaps a nap. Then there’s Christmas shopping on Friday—or Thursday […]
Tag: Peter Lyle DeHaan
5 Key Contributors to Answering Service Success By Peter Lyle DeHaan, PhD Over the years I’ve seen some answering services get larger, while others didn’t. Before we attribute the difference to bad timing, being in the wrong place, or poor luck, let’s consider some characteristics that can contribute to answering service success. This isn’t a […]
Receiving Independent, Third-Party Feedback Is the Most Valuable Information You Can Get By Peter Lyle DeHaan, PhD As a writer, I’m a big fan of constructive feedback. Sometimes it’s affirming and other times it’s discouraging, but when it comes from a credible source it’s always beneficial. The same applies to the answering service industry. Receiving […]
How We Handle Each Day Prepares Us for the Next One By Peter Lyle DeHaan, Ph.D. In the medical answering service and call center industry, there’s always more than enough to do to fill each day. Between staffing issues, client or caller crises, and technical problems there are not enough hours to attend to them […]
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The Power of No
Learning to Say No Opens the Door to Yes By Peter Lyle DeHaan, PhD By nature, I like to help people. I enjoy diving into exciting projects. And I relish variety. As a result, I tend to say “yes” to opportunities that come my way. And the more I say “yes,” the busier I get. […]
By Peter Lyle DeHaan, Ph.D. Some healthcare call centers embrace the work-at-home option, while others are categorically against it. Let’s explore the pros and cons of using home-based agents, along with the potential risks of embracing or dismissing this option. Benefits of Home-Based Agents There are two primary reasons to use home-based agents to staff […]
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Welcome to Summer
Be Intentional to Make the Most Out of the Summer Season By Peter Lyle DeHaan, PhD Even though summer hasn’t officially begun, for most of us in the United States it effectively started after Memorial Day. It feels like summer, and I, for one, act like it’s summer. Though it’s been a while, here’s what […]
Mishandling Leads Will Result in Lost Sales By Peter Lyle DeHaan, PhD Over a decade ago, in my article “I Want To Buy Some Shoes,” I used my experience buying a pair of sneakers to talk about the TAS industry. Now, I’ll do it again. With my wife serving as my accomplice, she guided me […]
By Peter Lyle DeHaan, Ph.D. Though I no longer work in a call center, I remember those days well. There was always something demanding my attention, some urgent matter to attend to. I’d often spend an entire day, sometimes all week, just putting out fires. Charles Hummel called this the “tyranny of the urgent,” where […]
Though serving clients is the goal, what we call ourselves does matter By Peter Lyle DeHaan, PhD Asking if you’re an answering service or a call center isn’t a matter of semantics, it’s a matter of perception. And since perceptions drive behaviors, this is an important discussion to have. First, let’s cover some definitions to […]