The September 2024 Issue
After-Call Surveys: Weighing the Pros and Cons By Genevieve Carrenard You may have heard this at the end of a recent customer service interaction: “Please … Read more
Issues
The current issue of Medical Call Center News. (Scroll down to see past issues.)
The July 2024 Issue
Mastering Excellence: Six Strategies for Cultivating a High-Performance Team in Your Healthcare Call Center By Genevieve Carrenard In the realm of healthcare call centers, where … Read more
The May 2024 Issue
Build a Strong Team for Your Medical Call Center Tips to Hire and Retain Top Talent By Peter Lyle DeHaan, Ph.D. The key to success in … Read more
The March 2024 Issue
How a Medical Answering Service Can Improve Patient Satisfaction Lessen Healthcare Frustrations Consider an Internal Rebranding as a Strategic Initiative This Year By Peter Lyle … Read more
The January 2024 Issue
Does Your Medical Call Center Need a New Name? Consider an Internal Rebranding as a Strategic Initiative This Year By Peter Lyle DeHaan, Ph.D. Functionally … Read more
The November 2023 Issue
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
The September 2023 Issue
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
The July 2023 Issue
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
The May 2023 Issue
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
The March 2023 Issue
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