Audiobooks by Peter Lyle DeHaan

The Healthy Medical Call Center: 60 Prescriptions for Leadership, Quality, and Patient Satisfaction

"This audiobook is narrated by a digital voice. Is your medical call center healthy or just surviving? Healthcare call centers operate under relentless pressure. Staffing shortages, agent burnout, demanding patients, complex technology, and the constant need to do more with less create an environment where merely getting through the day feels like success. But survival mode isn't sustainable, and your patients deserve better. In The Healthy Medical Call Center, industry expert Peter Lyle DeHaan, PhD, offers a better path forward. Drawing on decades of call center leadership and consulting experience, he presents 60 targeted prescriptions across seven critical areas: Leadership, Management, Agents, Quality, Perspective, Patients, and Tools. Learn how to reduce agent burnout, implement multichannel communication, improve patient satisfaction scores, integrate new technology, build stronger teams, and align your call center with organizational goals. Each chapter tackles real challenges with practical solutions you can apply immediately. Whether you lead a hospital switchboard, medical answering service, telephone triage operation, or healthcare insurance call center, this book meets you where you are. Discover how to transform your operation from a cost center running in crisis mode to a strategic asset that delivers exceptional patient care while supporting staff wellbeing. The prescription for a healthier medical call center starts here. Get your copy today."

Peter Lyle DeHaan (Author), Digital Voice Maxwell G (Narrator)

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The Profitable Answering Service: 65 Actionable Strategies to Boost Profitability, Master Technology, and Outpace the Competition

"This audiobook is narrated by a digital voice. Are you tired of watching your profits get squeezed by rising labor costs, demanding clients, and aggressive competitors? The telephone answering service industry is more challenging than ever, leaving many owners and managers feeling overworked and under-rewarded. It’s a daily battle to maintain quality, keep staff motivated, and stay ahead of technology—but it doesn't have to be a losing one. Drawing on a lifetime of industry experience, call center expert Peter Lyle DeHaan, PhD, provides a powerful and practical blueprint for success in The Profitable Answering Service. This comprehensive guide is packed with 65 field-tested strategies for everything from optimizing your billing and slashing employee churn to leveraging AI and building a marketing engine that consistently delivers new clients. Each chapter offers clear insights and a 'Moving Forward' action plan to help you implement changes immediately. This book is more than a collection of tips; it’s a roadmap to sustainable profitability and industry leadership. If you're ready to stop putting out fires and start building a smarter, stronger, and more profitable answering service, this is the one resource you can't afford to be without."

Peter Lyle DeHaan (Author), Digital Voice Maxwell G (Narrator)

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Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success

"This audiobook is narrated by a digital voice. The essential guide to healthcare call centers. Today’s healthcare call centers are overwhelmed with patient calls and the daily stresses of our busy medical system. But running a healthcare call center comes with its own set of challenges.  Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help you create a thriving contact center that meets the urgent needs of both patients and the medical community. By addressing common pain points, Healthcare Call Center Essentials will teach you how to: - Train and retain agents for long-term success - Measure your metrics to understand your call center’s strengths and weaknesses - Create more efficient and effective call center operations - Understand the dynamics of traffic, time management, and employee issues - Optimize your systems to better meet the needs of your medical community Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success provides practical and actionable tips to call center directors, managers, and leaders. You’ll discover how to better manage your team and maintain achievable strategies to meet your goals and powerfully support patients and healthcare centers. By implementing the strategies in Healthcare Call Center Essentials, you can improve your daily systems and optimize your contact center operation. Get your copy today."

Peter Lyle DeHaan (Author), Digital Voice Maxwell G (Narrator)

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Call Center Connections: Keys to Produce Successful Customer Service Outcomes

"This audiobook is narrated by a digital voice. Running a call center is hard. But it can also be rewarding. Tip the balance in your favor with Call Center Connections to discover the keys to produce successful customer service outcomes. Experience a thriving center operation and become a leader in customer service with Call Center Connections. Benefits: - Boost staff morale and appreciation - Create a positive customer experience - Improve leadership skills and strategies What's inside: - Learn how to find the perfect call center manager - Explore the benefits of using home-based agents - Discover the impact of artificial intelligence on call centers Written by call center veteran and publisher of Connections Magazine, Peter Lyle DeHaan, PhD, this book offers practical insights and tips from his extensive industry experience. Discover: - How your management style may be hurting your call center - An easy way to determine agent starting pay - Ways to enhance the customer experience - Five tips for agent customer service success - How to optimize your call center for better outcomes Don't miss out on the opportunity to improve your call center operations and exceed customer expectations. Get your copy of Call Center Connections today."

Peter Lyle DeHaan (Author), Digital Voice Maxwell G (Narrator)

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