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 […]
Category: Healthcare Call Centers
Healthcare call centers articles by Peter Lyle DeHaan, PhD
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 […]
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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 I have long maintained – and increasingly so – that my body does not comply with the “normal” twenty-four-hour sleep cycle. Among the press releases I received recently is confirmation that sleep cycle deviations can occur and that one enzyme may be the central culprit. Although I don’t fully comprehend […]
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. […]
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Answer Your Email
By Peter Lyle DeHaan, Ph.D. I often hear from outsourcing call centers (by the way, they generally email me) who wonder how they can obtain more clients. I have been hesitant to give them my ideas because that was not one of my strengths when I ran a call center, but I’m starting to realize […]
By Peter Lyle DeHaan, PhD My family moved the summer before fifth grade, and I started a new school. I quickly realized three things. I was far ahead in math, hopelessly behind in grammar, and had been placed in the wrong class by the school secretary. The result was that my teacher gave me special […]
By Peter Lyle DeHaan, PhD I’ve spent most of my adult life in call center related vocations. I’ve worked in call centers and for a call center vendor, did consulting for call centers, audited call centers, wrote about call centers, and publish magazines, newsletters, and websites about call centers. Call centers are a vital part […]
By Peter Lyle DeHaan, Ph.D. People often contact me in search of information about medical call centers. Whenever possible, I direct them to content on the 600-page AnswerStat website. These queries are the easy ones. However, often the inquisitor asks about benchmarking and statistical issues for medical call centers. This is frequently precipitated after the […]