Shoot the Puck
By Peter Lyle DeHaan, Ph.D. It’s only been a few years that I have been following the sport of hockey. Before that, a myriad of … Read more
Peter Lyle DeHaan
Communicating with Seniors
By Barry Spiegelman Delivering and receiving critical information by telephone is an especially challenging proposition when an elderly caller is on the other end of … Read more
The Spring 2004 Issue of AnswerStat Magazine
Articles in the Spring 2004 issue of AnswerStat Magazine About AnswerStat AnswerStat is the information hub for healthcare contact center news and resources, published specifically for … Read more
Strategies for Handling Irate Callers
By Nancy Friedman If your job entails taking calls from unhappy, irate callers, you’ve got your work cut out for you. Many of us are … Read more
The Smaller Side of Outsourcing
By Greg Levin More call centers are turning to outsourcers to “fill in the gaps” by taking on smaller projects. It used to be that … Read more
Selecting a PC Attendant Console
By Gary DuPont If you are a regular reader of AnswerStat magazine, you are probably familiar with the basic concept of a PC-based attendant console. … Read more
PBX Attendant Consoles
By Peter Lyle DeHaan, Ph.D. PBXs (and ACDs) are generally configured with an attendant console. Though a console can take on different forms and appearances, … Read more
How to Evaluate a Protocol
By Sheila Wheeler, RN, MS Whether you are evaluating electronic or paper based protocols the same basic steps should be followed. Begin the process by … Read more
Medical Call Center Glossary
This glossary was written, complied, and edited by Peter Lyle DeHaan, PhD. If you have a word you would like defined and see added, send … Read more
An Eye For Customer Service
By Peter Lyle DeHaan, Ph.D. It was an emergency run to the eye doctor. Being far-sighted and using a computer all day makes my glasses … Read more