By Peter Lyle DeHaan, PhD Many healthcare call centers are decentralized, linking multiple centers together and embracing home-based agents. While there are many advantages with home-based agents, the risks are great for those who rush into it without careful planning. Here are some considerations: 1) Formulate a Clear Policy: Your call center either has agents […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, Ph.D. As I gaze about my office, I’m amused at its absurdity. It contains an eclectic array of form and function. Although my computer technology is first rate, the room’s remaining contents are a varied collection emanating from different decades, with diverging appearance and disparate degrees of utility. In short, nothing […]
By Peter Lyle DeHaan, PhD If you work on the frontlines at your call center, you already know what I’m about to say: The Affordable Care Act (ACA) – more commonly referred to as Obamacare – has people upset. As a result, the number of frustrated, angry, and even hostile people you talk to every […]
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Medical Self-Service
By Peter Lyle DeHaan, Ph.D. Most of today’s younger drivers have never experienced pulling into a gas station and having an attendant run out to fill up their car with gas. When it comes to fueling their vehicles, all they know is self-service. I have a vague recollection of that time. When the concept of […]
By Peter Lyle DeHaan, PhD I’ve been thinking about self-service lately. Self-service works nicely when I want general information. But when I seek to resolve an issue with a product, service, or bill, online self-service is more likely to frustrate than help. In those cases, a phone number is what I want – a phone […]
By Peter Lyle DeHaan, Ph.D. “I need to find a good manager.” This statement is simple, and its occurrence is common. I’ve heard it many times over the years, including when I worked in call centers, when I consulted for call centers, and now that I write about call centers. Despite the straightforward nature of […]
By Peter Lyle DeHaan, PhD Craving dessert is a habit my wife, “The Queen of Desserts,” cultivated in me. She claims, however, my affection for sweets was ingrained in me before we met. When eating at home, I pace myself through the meal in expectation of a tasty treat at the end. At restaurants, oversize […]
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A Brand New Year
By Peter Lyle DeHaan, Ph.D. As we transition from one year to another, I want to pause to project some observations into the near future. Social Media: Are you tired of hearing about social media? Well, brace yourself to hear more about it in the years to come. Social media isn’t a fad; it’s here […]
By Peter Lyle DeHaan, PhD I recently renewed my passport, which required an updated photo. I went to a local store to take care of this so I could complete my renewal application. I placed my toes on the line, looked into the camera, and put on my best smile. The technician scowled. “You’re not […]
By Peter Lyle DeHaan, Ph.D. Reactions to social media are varied. Some people ignore it, some embrace it, and some tolerate it. Initially used as platforms for casual interpersonal interaction (that is, non-business), the many variations of social media are increasingly being tapped for enterprise communication. This includes two types of interactions, commonly known as […]