The May 2022 Issue

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

The March 2022 Issue

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

The January 2022 Issue

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

The July 2021 Issue

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

The May 2021 Issue

Move from Crisis Mode to Intentional Action Failing to Prepare Is Preparation for Failure By Peter Lyle DeHaan, Ph.D. Most medical call centers scrambled during … Read more

The March 2021 Issue

How to Setup a Quality Assurance Program for Your Call Center Work to Enhance Customer Service to Better Meet Caller Expectations By Peter Lyle DeHaan, … Read more