Peter Lyle DeHaan

Implementing Change in Your Call Center By Peter Lyle DeHaan, PhD With the new year often comes change. The first step to establish a change-oriented … Read more

Increase Your Call Center’s Internal Visibility By Peter Lyle DeHaan, PhD Does upper management consider your healthcare call center a profit center or a cost … Read more

Attitude Is Key By Peter Lyle DeHaan, PhD Standing groggy-eyed in a fast-food restaurant, contemplating my breakfast options, the positive, friendly demeanor of the girl … Read more

My Optometrist Ordeal By Peter Lyle DeHaan, PhD Being farsighted and using a computer all day makes glasses a necessity. Imagine my dismay while cleaning … Read more

Is Universal Call Distribution the Answer? By Peter Lyle DeHaan, PhD I’ll admit it; I’m an idealist. I think life should be fair; everyone deserves … Read more

ER Follow-Up By Peter Lyle DeHaan, PhD Last month I took a trip to the ER – as a patient. It was one of the … Read more

Implementing Change in Your Call Center By Peter Lyle DeHaan, PhD The first step to establish a change-oriented culture in your call center is to … Read more

Consider Your Mission Statement in 2014 By Peter Lyle DeHaan, PhD Does your call center have a mission? If you don’t have a mission statement, … Read more

Does Your Call Center Provide Quality Service? By Peter Lyle DeHaan, PhD Does your call center make the caller and patient a priority? I expect … Read more

Managing Home-Based Agents By Peter Lyle DeHaan, PhD Many healthcare call centers are decentralized, linking multiple centers together and embracing home-based agents. While there are … Read more