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
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