The November 2015 Issue
Increase Your Call Center’s Internal Visibility By Peter Lyle DeHaan, PhD Does upper management consider your healthcare call center a profit center or a cost … Read more
The current issue of Medical Call Center News. (Scroll down to see past issues.)
Increase Your Call Center’s Internal Visibility By Peter Lyle DeHaan, PhD Does upper management consider your healthcare call center a profit center or a cost … Read more
Attitude Is Key By Peter Lyle DeHaan, PhD Standing groggy-eyed in a fast-food restaurant, contemplating my breakfast options, the positive, friendly demeanor of the girl … Read more
My Optometrist Ordeal By Peter Lyle DeHaan, PhD Being farsighted and using a computer all day makes glasses a necessity. Imagine my dismay while cleaning … Read more
Is Universal Call Distribution the Answer? By Peter Lyle DeHaan, PhD I’ll admit it; I’m an idealist. I think life should be fair; everyone deserves … Read more
ER Follow-Up By Peter Lyle DeHaan, PhD Last month I took a trip to the ER – as a patient. It was one of the … Read more
Implementing Change in Your Call Center By Peter Lyle DeHaan, PhD The first step to establish a change-oriented culture in your call center is to … Read more
Consider Your Mission Statement in 2014 By Peter Lyle DeHaan, PhD Does your call center have a mission? If you don’t have a mission statement, … Read more
Does Your Call Center Provide Quality Service? By Peter Lyle DeHaan, PhD Does your call center make the caller and patient a priority? I expect … Read more
Managing Home-Based Agents By Peter Lyle DeHaan, PhD Many healthcare call centers are decentralized, linking multiple centers together and embracing home-based agents. While there are … Read more
Obamacare’s Affect on Healthcare Call Centers By Peter Lyle DeHaan, PhD If you work on the frontlines at your call center, you already know what … Read more