Each day I receive a plethora of press releases. While some are exactly the information I seek to share with readers of Connections Magazine and AnswerStat magazine, others are more broadly targeted, and too many are complete mismatches. Consider the numerous email missives I’ve received to save the manatees or promote Michigan Special Olympics. Although […]
Author: Peter Lyle DeHaan
Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Categories
You’re Being Acquired
By Peter Lyle DeHaan, PhD Most employees fear the changes wrought by acquisition. I have never been “acquired,” but I have been on the other side — about a dozen times, buying small and medium-sized telemessaging call centers and integrating them into a larger operation. The almost universal response to an acquisition announcement is trepidation […]
Categories
The Incredible Shrinking Call Center
Peter Lyle DeHaan, PhD In retail, the term “shrinkage” euphemistically refers to stock which “disappears” before it can be sold. It is product that the retailer bought, but can’t sell because it is has been stolen or lost. In the call center, the inventory is labor and shrinkage is agents who are being paid but […]
Categories
Adventures in Podcasting
A few months ago I starting listening to podcasts — and I’m hooked. I know, podcasts have been around for a long time, but it was only recently that I had a compelling reason download and listen to some. Having an iPod made all the difference, as the podcast could then become portable, untethering me […]
By Peter Lyle DeHaan, Ph.D. AnswerStat magazine was present at the recent American Telemedicine Association (ATA) 2008 Annual Meeting. The event was held April 6-8 in Seattle Washington. Over 2,200 attendees were treated to a plethora of educational and informative presentations, as well as a packed trade show with more than 160 telemedicine vendors. In […]
Categories
The “Do-Not-Mail” Threat
By Peter Lyle DeHaan, PhD Five years ago, the call center industry was confronted head on with the DNC (Do-Not-Call) legislation. As millions signed up to block most telemarketing calls to their home, the pool of prospect numbers shrank dramatically. Since then, the face of outbound calling in the United States has been unalterably changed. […]
By Peter Lyle DeHaan, Ph.D. It seems that lessons can be found all around us – lessons of what to do and lessons of what not to do. I wonder how many of these learning opportunities I miss because I am too busy to spot them. The ones that I do notice, I find instructive […]
Categories
Bombay Calling
By Peter Lyle DeHaan, PhD The TV special, Bombay Calling, provides a compelling exposé of an India-based outsourcing call center and the people who work there. In documentary style, it shows both the good and the bad in offshore call centers. Just as proponents of offshoring would find plenty to celebrate, opponents would likewise be […]
Categories
How to Skew a Survey
By Peter Lyle DeHaan, PhD One of the side effects of replacing my cell phone was having to transfer my number directory from the old unit to the new one. The cell phone company had a nifty device that would do this (surely there must be a means to accomplish this using the cell network […]
Categories
Please Renew Your Subscription
By Peter Lyle DeHaan, PhD I read a wide assortment of magazines each month. Most of them are free publications, effectively supported by the companies that advertise in them. Only three of the magazines that I read are paid subscriptions. One of them, a popular business magazine, used to be my favorite. Its arrival was greatly anticipated […]