By Peter Lyle DeHaan, Ph.D. Voice logging, that is the recording of calls in a call center, was once viewed by many as an optional product that was relegated to the annual budget “wish” list, but never important enough to become a “must have” technology and make the approved version of the budget. The original […]
Author: Peter Lyle DeHaan
Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
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Remote Agent Stations
By Peter Lyle DeHaan, Ph.D. There are many benefits to having remote agents as part of your call center. Remote agents can either reside in a secondary, but connected call center, or work out of their home. Among the many benefits of using remote agents, according to Tom Curtin, president of Amtelco, are reducing or […]
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Perfection
By Peter Lyle DeHaan, PhD Hello, my name is Peter and I’m…a perfectionist. Yes, I can now openly admit it, I am a perfectionist. I have amassed decades of experience fine-tuning my craft and learning more about it. Perfection, has many advantages but it has a dark side, too. Over the years, I have learned […]
By Peter Lyle DeHaan, Ph.D. “You need a hobby,” my wife exclaimed in exasperation. I don’t recall the circumstances, but it is safe to assume that I was doing something she deemed a nuisance. Regardless of the cause of her frustration, her impromptu advice gave me pause. Yes, a pastime, a relaxing diversion, would be […]
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Learning from History
By Peter Lyle DeHaan, PhD One of the assignments I enjoyed most in college was analyzing case studies. I was, and continue to be, fascinated with learning what founders and their companies have done – both right and wrong. While the success stories are the more exciting and inspirational, it is the failures and missteps […]
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Predicting the Future
By Peter Lyle DeHaan, Ph.D. It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. Over time, I realized that the tenor of these interview requests falls into three categories. The first group is those who are trying to better comprehend call centers. The second […]
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I Predict…
By Peter Lyle DeHaan, PhD It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. Sometimes it is a local newspaper, other times a specialty magazine. I was quite unnerved at my first interview request. I envisioned it being a hard-hitting, muckraking interrogation, intent on […]
By Peter Lyle DeHaan, PhD It happened again. It shouldn’t surprise me but it does. In fact, it has been said so often that most people believe it to be true and accept it as fact. What am I talking about? Once again, a politician has stood up and impassionedly, emphatically, and convincingly asserted that […]
By Peter Lyle DeHaan, Ph.D. Your call center may be an in-house operation or an outsourcer processing calls and contacts for other organizations. If you are an internal call center, you will be viewed either as a profit center or as a cost center (outsource call centers are always profit centers); also you could be […]
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Are You In or Out?
By Peter Lyle DeHaan, PhD Since you are reading this column, it is highly likely that in some way or manner, you are in the call center industry. However, the question, “Are you in or out?” does not query your connection to the industry, but rather your participation within it. Those who operate call centers, […]