Why Learning to Write Better Matters More than Writing Faster For years my goal was to write faster, but I made no effort to write better. Though I did improve, my progress was gradual. When I got serious about improving as a writer, I had to force myself to slow down and be more deliberate. […]
Successful Operations Require Intentional Effort Most everyone who works in off-site customer service knows the importance of having a strong call center team. This is, perhaps, nowhere more important than in the healthcare industry, where a call center sometimes faces the life and death situations of its patients. Though a strong call center team is […]
Work to Enhance Customer Service to Better Meet Caller Expectations What does your healthcare call center do to improve quality interactions with your callers and patients? While some call centers have robust programs in place, others struggle with implementation or following through, and a few keep putting it off. Regardless of where you stand on […]
Quality Assurance Matters In the last issue, we talked about improving your call center by providing ongoing skills training. Now we’ll continue the discussion by addressing a quality assurance (QA) program. In the call center industry, everyone’s talking about providing quality transactions. Quality call center work helps bring about quality healthcare outcomes, which starts with […]
Growing up, I heard a radio commercial with the tag line, “Service sold it.” Even as a young child I grasped the concept that quality service was great for business. Over the years, I have heard this mantra repeated, either verbatim or conceptually, by various companies, medical answering services included. Yet I give this grand […]
Measure Service from the Caller’s Point of View, Not Just by Metrics Does your call center make the caller and patient a priority? I expect it does. In fact, I suspect the phrase “quality service” is in your mission or vision statement, or even on your bulletin board. But do you actually provide quality customer […]
Why Careful First Drafts Can Save Time in Editing I often hear authors and instructors encourage writers to write quickly. They say things such as: Their goal is speed Given the number of people advocating such things, it seems this is how everyone should write. I comprehend the logic of this approach, but it doesn’t […]
There are some who think you can either write well or write a lot, but you can’t do both at the same time. I disagree. Just as it takes practice to write well and practice to write fast, it likewise takes practice to turn out good work quickly. However, I wouldn’t recommend pursuing both at […]
Growing up, I heard a radio commercial with the tag line, “Service sold it.” Even as a young child I was able to grasp the concept that providing quality service was a great way to close more sales and gain new business. Over the years, I have heard this mantra repeated, again and again, either […]