Issues

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

Celebrate Medical Call Center Agents Look for Ways to Applaud Customer Service and Patient Care Excellence By Peter Lyle DeHaan, Ph.D. Working in a call … Read more

Consider Three Customer Service Channels Enhance Patient Communication by Applying Customer Service Skills to Your Call Center By Peter Lyle DeHaan, Ph.D. Customer service can … Read more

Seek Rules You Can Eliminate to Empower Your Call Center Staff Make Sure the Procedures You Expect Your Employees to Follow Still Make Sense for … Read more

Look for Ways to Streamline Your Call Center Processes Remove What’s Unnecessary and Retain What Is  By Peter Lyle DeHaan, Ph.D. Although I’m not trained … Read more

Solicit Feedback from Your Frontline Staff Verify Key Information and Don’t Assume You Know the Answer By Peter Lyle DeHaan, Ph.D. My first full-time job … Read more