Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
By Peter Lyle DeHaan, PhD When my daughter comes to visit, there are certain father-daughter activities that we enjoy. One them is going on walks. Unfortunately, I had been finding it necessary to forego that particular pursuit, not due to a lack of interest, but rather because of the likelihood that blisters would be a […]
By Peter Lyle DeHaan, Ph.D. In my office is an evocative black and white aerial photo of my grandfather’s chicken farm, circa 1960. Grandpa and Dad ran the farm, along with a revolving assortment of hired help. The farm accommodated 15,000 hens. Four buildings housed “layers,” with eggs being the farm’s principle product. Each building […]
By Peter Lyle DeHaan, PhD Perhaps you have noticed that Connections Magazine has been publishing more and more press releases, announcements, and articles that highlight call center achievement and excellence – and I couldn’t be more pleased. This increase in coverage isn’t a result of a policy change or a new direction for the magazine, […]
By Peter Lyle DeHaan, Ph.D. I tend to put off buying things. It’s not because I procrastinate (at least not too much), or because I am adverse to making decisions, or even because it’s a money issue. Sadly, the reason that I often avoid purchasing what I want or need is simply because it is […]
By Peter Lyle DeHaan, Ph.D. Once thought of as a call center luxury, call recordings (also known as voice loggers) were used exclusively to document agent conversations with callers. However, call recorders are no longer just a tool to prove who said what or how it was spoken. Call loggers have proven themselves invaluable as […]
By Peter Lyle DeHaan, PhD Have you heard about the onslaught of Do Not Market laws proposed at the local, state, and federal level? You haven’t? Well, there is good reason that this pending legislation has caught you unawares. The fact is that it doesn’t exist—per se. However, in reality there is a plethora of existing […]
By Peter Lyle DeHaan, PhD Have you heard about the onslaught of Do Not Market laws proposed at the local, state, and federal level? You haven’t? Well, there is good reason that this pending legislation has caught you unawares. The fact is that it doesn’t exist – per se. However, in reality there is a […]
By Peter Lyle DeHaan, Ph.D. Does your call center make the caller or patient a priority? I expect that it does. In fact, I suspect that the phrase “customer service” is found somewhere in your mission or vision statement, etched on a wall plaque, proclaimed in your marking material, and oft cited by upper management. […]
By Peter Lyle DeHaan, PhD Over the years, I have gone to countless conventions, trade shows, expos, and conferences. Sometimes I am there to make a presentation, others times to be an exhibitor, recently as a reporter and photographer, and at still other times I am there as an attendee. Typically, I fill more than […]
By Peter Lyle DeHaan, PhD About six years ago, I made a presentation at a trade show about CRM (Customer Relationship Management). When I was asked to speak at this event, the choice of topic was left to my discretion. At the time, CRM was the new buzzword. Because I was unsure about what CRM […]