The March 2016 Issue

Does Your Call Center Have a Fast-Food Hiring Mentality? By Peter Lyle DeHaan, PhD When I worked as a consultant, one healthcare call center client’s … Read more

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 November 2014 Issue

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

The September 2014 Issue

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

The July 2014 Issue

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

The March 2014 Issue

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