Issues

Is Your Call Center Centralized? A Decentralized Call Center Is an Oxymoron By Peter Lyle DeHaan, Ph.D. In the early days of our industry, the … Read more

Call Center or Contact Center? Technology Provides More Communication Channels to Serve Patients Better By Peter Lyle DeHaan, Ph.D. The label of call center referencing … Read more

New Skills for Today’s Agents Hire Staff with the Abilities That Today’s Consumers Need and Expect By Peter Lyle DeHaan, Ph.D. There was a time … Read more

Does Video Have a Place in Your Call Center? By Peter Lyle DeHaan, Ph.D. For years, some call center managers have looked forward to having … Read more

Remote Patient Monitoring By Peter Lyle DeHaan, Ph.D. Whether you’re an in-house medical call center provider or a for-profit outsourcer, look for ways to add … Read more

When Something Goes Viral You Can’t Control What Happens Online, but How You React Is Key By Peter Lyle DeHaan, Ph.D. Content posted on the … Read more

Coordinate with Marketing The Call Center Should Be the First to Know, Not the Last By Peter Lyle DeHaan, Ph.D. Too many call center agents … Read more

Review Your Website Plan to Evaluate Your Online Information and Make Sure It’s Up to Date By Peter Lyle DeHaan, Ph.D. For the past 25 … Read more

Go Beyond the Call Seek Ways to Solve Caller’s Pain Points By Peter Lyle DeHaan, Ph.D. As a medical call center your job is to … Read more

Tips to Deal with Angry Callers Prepare How to Best Handle Abusive Callers By Peter Lyle DeHaan, Ph.D. People today, it seems, are more demanding … Read more