Categories
Healthcare Call Centers

4 Reasons to Implement New Technology

Now Is the Time to Invest in Your Call Center’s Future

By Peter Lyle DeHaan, Ph.D.

Author Peter Lyle DeHaan, PhD

Long gone are the days when all you needed was a telephone and a message pad to process calls. For decades call centers have relied on technology to increase efficiency and optimize results. And never has that been truer than right now.

Consider these four reasons to invest in technology for your medical call center.

1. Save Time and Increase Efficiency

Advanced technology can offer time-saving processes that will increase the efficiency of your staff. This means they can do more work in the same time or the same work in less time. If this is the case, you can perform an analysis to calculate your payback period. This is a great approach to cost justify a technology investment.

2. Provide Additional Services

Older equipment can limit the scope of services you provide, but an upgrade may allow you to increase the scope of what you offer to your patients or callers. Again, you can calculate the payback period of your investment.

3. Go Online

Many older systems are premise based, making it difficult to have a distributed workforce or to establish remote work sessions. The present need for people to work at home may never go away, and this development has accelerated the trend toward work-at-home scenarios. Your future may depend on having this flexibility, so make the move today to prepare for tomorrow.

4. Avoid Obsolescence

A final consideration is platform age. Sometimes you take a system as far as it will let you, and then it limits the service you provide to callers. If you’re trying to operate using out-of-date technology, you may not be able to cost justify the investment by calculating the payback period or present it as a strategic move to prepare for the future. But that doesn’t remove the fact that replacing an obsolete system is an essential move if you want to be a viable resource for your organization and callers.

Conclusion

Your call center may already have the best technology available. But remember that systems are always changing, and what’s best today won’t be the best tomorrow. Most call centers, however, have a platform with at least a few areas that need improving. Now is the time to plan to make that happen.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News, covering the healthcare call center industry.

Categories
Writing and Publishing

Reading Goals for Writers

reading goals for writers

It’s important for writers to read, and many writers make an annual reading list of what books to read.

But because I need to push myself to read, my overarching requirement is that the book interests me. This limits the range of what I read, which is not a good thing, but it’s better than not reading at all. So my first goal is to read what entertains me, or sometimes, what educates me.

My second goal is to identify what I like—so I can apply it to my own work—and don’t like—so that I can avoid it.

Third, I look at what keeps me turning pages and what tempts me to skim—or stop reading altogether. Again, this informs my own writing.

Fourth, I look for writing that confuses me. How would I edit that section?

Last, I listen to my editor’s internal commentary. Since I do a lot of editing as a periodical publisher, I can’t just turn off that part of my brain when I read—even though I try. Despite this, I remain mindful of the big issues: the flow of the work, the beginning, the end, the order of the chapters, and so forth.

As I do this, I’m vigilant about not emulating the author’s style or voice.

Learn more about writing and publishing in Peter’s new book: The Successful Author: Discover the Art of Writing and Business of Publishing. Get your copy today.

Peter Lyle DeHaan, PhD, is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book The Successful Author for insider tips and insights.

Categories
Writing and Publishing

Determining Your Reading List

determine your reading list

Finding time to read and still have time to write and attend to the rest of life is a challenge for me. Yet I know it’s critical to invest in reading to better inform my writing.

Some people, those far more disciplined than I, chart out a reading course for the year, strategically picking books from different genres, both current and classic, along with memoir and nonfiction. By the end of the year, they’ve sampled a broad array of literature.

In an ideal world, I would do the same. But my world is not ideal.

To find the motivation to read, I must select books that grab my attention. If the book bores me, I’ll lay it down and stop reading.

Here’s what works for me.

First, I read mostly novels. I select books that are highly popular (or recently popular), books made into movies (since I love movies), books that come highly recommended, books from favorite authors, and books by friends (who often move to the favorite author category). I occasionally stir in nonfiction, mostly because I should.

Though my reading goes in spurts, I usually read about twenty books a year using this approach.

This isn’t an ideal plan, but it works for me. It’s also better than not reading at all.

Learn more about writing and publishing in Peter’s new book: The Successful Author: Discover the Art of Writing and Business of Publishing. Get your copy today.

Peter Lyle DeHaan, PhD, is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book The Successful Author for insider tips and insights.

Categories
Writing and Publishing

WordPress.org versus WordPress.com

wordpress.org versus wordpress.com

Some people say that if you’re blogging as a hobby, wordpress.com is okay, but if you consider yourself a professional you need to go with WordPress.org (the self-hosted version). Is it possible to do a professional website with WordPress.com?

Though I’ve seen some successful authors use a WordPress.com powered website, it always surprises me. Yes, you can have many of the elements of a professional site using WordPress.com, but it will always have a basic, less-than-optimum appearance.

If you have the time and the interest, you can develop a nice, professional-looking site by yourself and for little cost using wordpress.org (the self-hosted option), which is why I advocate it.

As an alternative, many people will design a WordPress website for you and even host and maintain it. But the costs add up.

However, if you don’t want to invest the time or if the thought of doing WordPress.org yourself is overwhelming, then focus on making your WordPress.com site as good as you can.

Learn more about writing and publishing in Peter’s new book: The Successful Author: Discover the Art of Writing and Business of Publishing. Get your copy today.

Peter Lyle DeHaan, PhD, is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book The Successful Author for insider tips and insights.

Categories
Writing and Publishing

ISBNs and Indie-Published Books

ISBNS and self-published books

Do you wonder about getting ISBNs for your indie-published books? It’s not too important to have an ISBN for e-books. I’ve heard of several successful indie authors who see no point in it.

However, having an ISBN does make a book seem more professional and part of mainstream book publishing. But aside from the image it conveys, I’m not aware of any tangible advantage for e-books.

You don’t need ISBNs for print books either, but I think they’re important. They facilitate ordering and tracking. Though bookstores typically don’t want to deal with self-published authors (unless you are local or have a connection with the manager), they will need the book to have an ISBN to order it and track it in their system.

In the United States, buy ISBNs from Bowker.

Note that you need one ISBN for each format your book is in hardcover, paperback, e-book, audiobook, and so forth. If an organization will provide an ISBN as part of its services, look carefully at what you may give up when you use their ISBN.

Learn more about writing and publishing in Peter’s new book: The Successful Author: Discover the Art of Writing and Business of Publishing. Get your copy today.

Peter Lyle DeHaan, PhD, is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book The Successful Author for insider tips and insights.