The July 2022 Issue
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
The current issue of Medical Call Center News. (Scroll down to see past issues.)
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
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
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
Update Your Employee Handbook or Department Manual Make Sure Your Policies and Procedures Accurately Reflect Remote Work By Peter Lyle DeHaan, Ph.D. In the past … Read more