Preparing for the Future WARNING: this book is a master’s thesis (1998) and contains academic research. It’s made available primarily to aid others who are conducting their own industry research. If this is what you seek, here’s an overview: The telephone answering service industry is facing uncertainty due to misconceptions, rising costs, and company closures. […]
Plan Your Series Arc to Make Each Book Richer Just as you would outline a book, you can also outline a series. Consider your series outline as listing the main objective you want to accomplish for each book. Just as each book will have an arc, your series will also have one. Your series outline […]
Consider the Role that AI Could Play in Your TAS Operation You may be tired of hearing about artificial intelligence (AI), but get used to it. It’s here to stay, and it will change everything. Not only will it revolutionize business and the answering service industry along with it, but it will reach into and […]
Prolific Author Expands Access Author Peter Lyle DeHaan is now on Substack, an online resource that “lets independent writers and podcasters publish directly to their audience.” “My website, PeterLyleDeHaan.com, will remain the hub of my online presence,” DeHaan said, “but Substack will be integral to support that effort and extend it even further.” Though it […]
I blogged parts of two books, and the posts serve to draw readers into my topic, and then point them to my books. Some people turn blog posts into a book, while others blog parts of their book once they have written it, and a few people blog the book as they write it. This […]
Connect with Critical Groups Who Often Go Overlooked As we wrap up our five-part series, Integrate Your Call Center, our fourth consideration is stakeholder integration. (If you want to review, the other three are Integrate Your Call Center Staff, Integrate Your Call Center Tools, and Integrate with Your Organization.) When we integrate our call center […]
To find an editor, your best option is to go with a freelancer. There are many qualified professionals available to edit your work. Here are some ways to find them: Search Online You can do an online search for editors and wade through the responses. This method is time-consuming. Ask Other Writers A better idea […]
Incorporate Best Practices into Your Customer Survey Process Do you survey your customers or clients? Should you do a customer survey? And if you already have a survey process in place, do the results meet your needs? Or should it be overhauled or even retired? Regardless of where you are on the survey continuum, don’t […]
Hire Staff with the Abilities That Today’s Consumers Need and Expect There was a time when hiring managers looked for three key skills in their call center applicants: a pleasant and understandable telephone voice, good spelling, and neat penmanship. Yes, legible writing was key because everything was handwritten. Then computers arrived and the penmanship requirement […]
Strong Writing and a Solid Concept Come before Anything Else I’ve read many self-published books and looked at even more. Too many of them scream “Self-published!” This distresses me. I love self-publishing and the many options it offers, but I loathe seeing it done poorly. This begins a series of posts on the Errors of […]