How to Improve Patient Satisfaction in Your Healthcare Call Center
Think Like a Caller and Not a Call Center Manager By Peter Lyle DeHaan, PhD In healthcare we talk about the needs of patients, and … Read more
Peter Lyle DeHaan’s Vital Signs
Measuring Success in Healthcare Contact Centers
Top Metrics for Evaluating Performance and Efficacy By Peter Lyle DeHaan, PhD Call centers have been around for decades, and the industry has an established … Read more
Finish This Year Strong
How We Conclude One Year Prepares Us for the Next By Peter Lyle DeHaan, PhD How has this year been in your healthcare call center? … Read more
Six Keys to Produce a Happy and Effective Workforce
Address These Critical Items to Better Retain Staff and Serve Callers By Peter Lyle DeHaan, PhD Operating a successful call center in the healthcare industry … Read more
Integrate with Your Organization
Don’t Stay in Your Silo or Function in Isolation By Peter Lyle DeHaan, Ph.D. I once needed to call a company in the healthcare sector. … Read more
Integrate Call Center Staff
Pursue Agent Cross Training to Produce Better Outcomes and Improve Efficacy By Peter Lyle DeHaan, Ph.D. In my article “Integrate Your Call Center” I discussed … Read more
Integrate Your Call Center
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 … Read more
Multichannel Contact Center Scheduling
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 … Read more
Cross Channel Training
Consider the Optimum Strategy for Your Contact Center Staff By Peter Lyle DeHaan, Ph.D. At one time healthcare call centers handled calls and nothing else. … Read more
Channel Specialization versus Multichannel Proficiency
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 … Read more