Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
By Peter Lyle DeHaan, PhD Lately, I’ve been thinking a great deal about customer service surveys, their value, and how they are abused. Why? It seems that I’ve been using them a lot. However, before I share my most recent saga, let me go back a few years and share that story first. Protect the […]
By Peter Lyle DeHaan, PhD It’s official: last week it was announced that the recession is finally over in the United States. In fact, it’s been over for more than a year! It seems that the people who track such things wanted to be sure that we weren’t going to experience a double-dip recession, so […]
By Peter Lyle DeHaan, PhD “Digital Advertising is Being Clobbered by Traditional Media,” so reads the headline from TradingMarkets.com, PIworld.com, and others in summarizing research reported by Zussi Research in August 2010. The report notes that contrary to the hype surrounding online advertising, traditional advertising is perceived as more informative and necessary than online advertising. […]
By Peter Lyle DeHaan, PhD The tag line for TAS Trader is “By the TAS Industry…For the TAS Industry.” This means that we want our content to come from people who are part of the telephone answering service industry. Usually, we are able to meet that goal, but not always. To fully reach this objective, […]
By Peter Lyle DeHaan, PhD Last month, I began sharing my overview of key findings from ContactBabel’s recently released The US Contact Center Operational Review (3rd Edition). Though it addresses the US market, readers outside the United States should not dismiss these findings. Offshore contact centers that serve the US will find this information most […]
By Peter Lyle DeHaan, Ph.D. In healthcare, contact center agents provide vital care and assistance over the phone, helping patients, scheduling appointments, and making referrals, thereby saving callers time, addressing concerns, and enhancing overall care. As in all sectors, contact centers help lower customer acquisition costs, increase customer retention, save money in the provision of […]
A few months ago, in my post “The Work of Publishing Periodicals” I explained why I hadn’t blogged for awhile — for 21 days to be exact. (Prior to that, the dubious record was 14 days — see “The AWOL Blogger is Back .”) In my entry, I blamed my absence from the blogosphere on […]
By Peter Lyle DeHaan, PhD As our economy—both in the US and globally—begins to slowly emerge from recession, now is the ideal time to revisit your marketing strategies. For companies that scaled back their advertising expenditures during the downturn, it is advisable to ramp up marketing efforts as buyers ready themselves to make those purchases that […]
By Peter Lyle DeHaan, PhD ContactBabel recently released the third edition of its The US Contact Center Operational Review. Last year, in the March 2009 issue of Connections Magazine, I highlighted some data from the “outsourcing” section of their second edition. This time I want to report on some of the broader findings. Of course, […]
By Peter Lyle DeHaan, PhD It seems that every other week there is a study extolling the virtues and desirability of digital publications. They make such claims as: While I don’t dispute findings such as these, their survey base can render any conclusions as errant. The problem is that surveys about digital publications involve talking […]