Issues

The Weak Link of Medical Call Centers Advances in Agent Performance Can’t Overcome Deficiencies in Backend Systems By Peter Lyle DeHaan, Ph.D. Whenever I place … Read more

Is It Time to Start a Medical Answering Service? Begin Your Investigation with a Little Research By Peter Lyle DeHaan, Ph.D. When I worked as … Read more

What Message Does your Call Center Send? Is Saying “Your Call Is Important to Us” Rhetoric or Reality? By Peter Lyle DeHaan, Ph.D. Whenever I … Read more

Will You Help Us Get the Word Out About Medical Call Center News? Please Tell Your Team, Coworkers, and Colleagues About Medical Call Center News … Read more

Do You React to Today or Plan for Tomorrow? How We Handle Each Day Prepares Us for the Next One By Peter Lyle DeHaan, Ph.D. … Read more

The Work-At-Home Option for Medical Call Centers  By Peter Lyle DeHaan, Ph.D. Some healthcare call centers embrace the work-at-home option, while others are categorically against … Read more

Stop Reacting and Take Initiative   By Peter Lyle DeHaan, Ph.D. Though I no longer work in a call center, I remember those days well. … Read more

The Impact of Video Calls on Call Center Agents and Operations By Peter Lyle DeHaan, Ph.D. In the last issue of Medical Call Center News, … Read more

What’s Your Call Center’s Position on Video Calls? By Peter Lyle DeHaan, Ph.D. Last time we talked about web chat and it’s growing used in … Read more

Will Web Chat Take Over the Healthcare Call Center? By Peter Lyle DeHaan, Ph.D. With the Millennial generation’s love for texting and general avoidance of … Read more