Healthcare call centers articles by Peter Lyle DeHaan, PhD
Add New Services to Better Serve Your Stakeholders By Peter Lyle DeHaan, PhD Whether you’re an in-house medical call center provider or a for-profit outsourcer, look for ways to add more services to better serve your stakeholders. This will increase your value to them and help your community. It will also increase the value of […]
Pursue Agent Cross Training to Produce Better Outcomes and Improve Efficacy By Peter Lyle DeHaan, Ph.D. In my post “Integrate Your Call Center” I discussed various integration strategies to pursue. Now I’ll dive into each one of them with more intentionality. First up is to integrate call center staff. The key requirement to staffing integration […]
You Can’t Control What Happens Online, but How You React Is Key By Peter Lyle DeHaan, PhD Content posted on the internet can take on a life of its own, with the masses sharing it, adding comments, and promoting it to more and more people. This is usually an emotional response and seldom an informed […]
Facilitate Better Communication and Connectivity Within and Outside Your Operation By Peter Lyle DeHaan, Ph.D. With the staffing challenges that most every healthcare call center faces, it’s more critical now than ever to optimize your operation for greater effectiveness and increased efficiency. One way to do this is to integrate your call center. Let’s consider […]
The Call Center Should Be the First to Know, Not the Last By Peter Lyle DeHaan, PhD Too many call center agents learn about the launch of their healthcare organization’s product, incentive, or promotion from callers, not management. I hope your operation is different, but I fear you, too, have found yourself in this unenviable […]
Staff Your Operation with Agents with the Right Stills to Work at the Time They’re Most Needed By Peter Lyle DeHaan, Ph.D. You run a multichannel contact center for the healthcare industry and have staffed it with well-trained agents. Some specialize in one specific channel, others can handle related channels, and some are cross trained […]
Plan to Evaluate Your Online Information and Make Sure It’s Up to Date By Peter Lyle DeHaan, PhD For the past 25 years I’ve worked on my own websites, designing them, posting content, and keeping them up to date. Sometimes I break them too; then I get to fix my mistakes. I currently have ten […]
Consider the Optimum Strategy for Your Contact Center Staff By Peter Lyle DeHaan, Ph.D. At one time call centers handled calls and nothing else. They had one channel. That was it. Now most call centers handle more than just telephone calls. They’ve become multichannel. Contact center is a better name for them. Along with phone […]
Seek Ways to Solve Caller’s Pain Points By Peter Lyle DeHaan, PhD As a medical call center your job is to answer healthcare-related calls and respond to each one efficiently. Yet what if this isn’t what the patient needs? To paraphrase and old saying, sometimes we can win the battle but lose the war. That’s […]
Effectively Handle Communication Channels in a Medical Contact Center By Peter Lyle DeHaan, Ph.D. In the last issue of AnswerStat we looked at the need for multichannel integration in your healthcare contact center to better serve patients and produce superior outcomes. We considered this from a systems standpoint. Now let’s look at multichannel from an […]