Measuring Success in Healthcare Contact Centers
Top Metrics for Evaluating Performance and Efficacy By Peter Lyle DeHaan, PhD Call centers have been around for decades, and the industry has an established … Read more
Top Metrics for Evaluating Performance and Efficacy By Peter Lyle DeHaan, PhD Call centers have been around for decades, and the industry has an established … Read more
How We Conclude One Year Prepares Us for the Next By Peter Lyle DeHaan, PhD How has this year been in your healthcare call center? … Read more
Address These Critical Items to Better Retain Staff and Serve Callers By Peter Lyle DeHaan, PhD Operating a successful call center in the healthcare industry … Read more
Don’t Stay in Your Silo or Function in Isolation By Peter Lyle DeHaan, Ph.D. I once needed to call a company in the healthcare sector. … Read more
Pursue Agent Cross Training to Produce Better Outcomes and Improve Efficacy By Peter Lyle DeHaan, Ph.D. In my article “Integrate Your Call Center” I discussed … Read more
Facilitate Better Communication and Connectivity Within and Outside Your Operation By Peter Lyle DeHaan, Ph.D. With the staffing challenges that most every healthcare call center … Read more
Staff Your Operation with Agents with the Right Stills to Work at the Time They’re Most Needed By Peter Lyle DeHaan, Ph.D. You run a … Read more
Consider the Optimum Strategy for Your Contact Center Staff By Peter Lyle DeHaan, Ph.D. At one time healthcare call centers handled calls and nothing else. … Read more
Effectively Handle Communication Channels in a Medical Contact Center By Peter Lyle DeHaan, Ph.D. In the last issue of AnswerStat we looked at the need … Read more
Serve Patients Better and Produce Superior Outcomes By Peter Lyle DeHaan, Ph.D. Some healthcare call centers only handle telephone calls by design and others do … Read more