Multi-Channel Integration
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
Peter Lyle DeHaan’s Vital Signs
Provide Multi-Channel Access
Be Sure You Deliver the Options Today’s Consumers Expect By Peter Lyle DeHaan, Ph.D. For years we’ve talked about the need for healthcare call centers … Read more
Sticky Customer Service
With Increased Competition and More Patient Options, Providing Excellent Customer Service Is More Important Than Ever By Peter Lyle DeHaan, Ph.D. I’ve covered various aspects … Read more
Remember to be Thankful
In The Middle of Struggles, Turmoil, and Difficulties, Pause to Celebrate the Positive By Peter Lyle DeHaan, Ph.D. The United States and a few other … Read more
Send Your Call Center Back to School
Now Is an Ideal Time to Enhance the Skill Level of Your Telephone Staff By Peter Lyle DeHaan, Ph.D. We live in interesting times, to … Read more
Article Library at PeterLyleDeHaan.com
Access 200 Healthcare Call Center Articles Now in One Place By Peter Lyle DeHaan, Ph.D. For the past twenty years I’ve covered various aspects of … Read more
Who Signs Your Paycheck?
Knowing Who You Work for Helps You Do a Better Job By Peter Lyle DeHaan, Ph.D. Do you know who signs your paycheck? Whose signature … Read more
Mixing Full-time and Part-time Call Center Staff
Discover the Right Balance in Agent Scheduling for Your Healthcare Contact Center By Peter Lyle DeHaan, Ph.D. Some healthcare call centers only employ full-time staff. … Read more
Finish Strong and Don’t Coast into the New Year
How We Conclude This Year Will Prepare Us for What Happens Next Year By Peter Lyle DeHaan, Ph.D. This year continues to be a challenging … Read more
Serve Your Stakeholders
Understand Your Purpose in Working at a Healthcare Call Center By Peter Lyle DeHaan, Ph.D. You work in a healthcare call center. Why? The most … Read more