Today’s Employees Want to Make a Difference
Give Staff Opportunities to Make an Impact through Their Work By Peter Lyle DeHaan, Ph.D. We’ve been considering five strategies to retain call center staff. … Read more
agent management articles
Healthcare Call Centers Help Bring Care to the Medically Underserved
By Nicole Limpert A person medically underserved is someone who does not have health insurance. Estimates from the Centers for Disease Control and the National … Read more
Where Was the Call Center in Our Time of Need?
By Mark Dwyer This story hits close to home, because it involves my family members. I share it to illuminate where the call center is … Read more
Provide Meaningful Agent Benefits to Improve Agent Retention
Spend More on Retaining Staff and Less on Hiring and Training Their Replacements By Peter Lyle DeHaan, Ph.D. We’ve looked at five tips to better … Read more
How Call Centers Can Add Value to Wellness Programs
By Janet Livingston Wellness programs allow an employer or healthcare plan to provide participation incentives to members. These incentives may include cash awards, gym memberships, … Read more
How Call Centers Can Support VA Healthcare
By Bronson Tang A call center is a team of frontline staff who answer phone calls and gather data. It’s a centralized department that handles … Read more
5 Call Center Improvements Patients Say Would Improve Healthcare Experiences
By Allison Hart From clinical process enhancements to facility improvements, there are many ways to drive better healthcare experiences for patients. One key area is … Read more
Develop an Ideal Agent Schedule to Maximize Call Center Efficiency and Effectiveness
For Optimum Results Schedule Agents to Meet Projected Call Traffic By Peter Lyle DeHaan, PhD Call centers rely on people—that is, agents—to meet the needs … Read more
Improve the Way You Manage Patient Calls
By Charu Raheja, Ph.D. As a practice manager or doctor, managing patient calls effectively is critical in ensuring high-quality, well-coordinated care for every patient. The … Read more
Seven Guidelines for Engaging and Accommodating Older Staff
By Ruth W. Crocker Mary loved her job as a recreational therapist in a skilled nursing facility. Her co-workers marveled at her ability to assess … Read more