The May 2020 Issue
Now Is the Ideal Time to Consider What Happens Next While Still in the Pandemic Begin Planning for Post-Pandemic By Peter Lyle DeHaan, Ph.D. During … Read more
Now Is the Ideal Time to Consider What Happens Next While Still in the Pandemic Begin Planning for Post-Pandemic By Peter Lyle DeHaan, Ph.D. During … Read more
Use a Quality Assurance Program to Improve Your Call Center Tap a QA Program to Make Quality the Focus for Your Healthcare Call Center By … Read more
Improve Your Call Center by Providing Ongoing Skills Training Unless You Remind Them, Employees Will Forget Their Training and Pick Up Bad Habits By Peter … Read more
5 Reasons to Be Thankful for Your Job Working in a Medical Call Center is Hard, but Don’t Forget the Good Parts By Peter Lyle … Read more
Pursuing Work-Life Balance in the Medical Call Center Take Key Steps to Reduce Burnout and Increase Retentio By Peter Lyle DeHaan, Ph.D. We hear a … Read more
Healthcare Call Center Work Can Be Hard Don’t Focus on the Angry Masses but Grab onto a Good Call Whenever Possible By Peter Lyle DeHaan, … Read more
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
Begin Your Investigation with a Little Research By Peter Lyle DeHaan, Ph.D. When I worked as a call center consultant (before moving full-time into publishing … 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