Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Honor People by Prioritizing Them over Technology Many years ago, back when smartphones first entered the workforce, I attended an industry convention. I wanted to be present in the moment. I sat at a round table with nine others to eat lunch. The keynote address would soon follow. As each attendee at my table finished […]
The Advance of Call Center Technology By Peter Lyle DeHaan, PhD The first issue of AnswerStat magazine rolled off the presses many years ago. Since then much has changed. Call center technology has advanced, customer expectations have expanded, hiring and training practices have evolved, and new service opportunities have emerged. The Internet exploded into a […]
Successful Operations Require Intentional Effort By Peter Lyle DeHaan, PhD Most everyone who works in off-site customer service knows the importance of having a strong call center team. This is, perhaps, nowhere more important than in the healthcare industry, where a call center sometimes faces the life and death situations of its patients. Though a […]
Key Strategies for Retaining Business and Preventing Defections By Peter Lyle DeHaan, PhD Businesses focus on sales and marketing efforts to grow their operation and make a profit. But before they can accomplish these goals, they must first make enough sales to offset the business they’ve lost. To make this easier, wise leaders seek to […]
Strive to Help Each Prospect By Peter Lyle DeHaan What is the ideal follow-up strategy? Consider these examples and then apply them to your sales and marketing efforts. Once I researched some software that promised to streamline my publishing business and integrate operations, as well as provide me with new tools. Given all this, I […]
Not All Versions of Artificial Intelligence are the Same By Peter Lyle DeHaan, PhD There are two types of AI (artificial intelligence). The most recent version of AI is generative AI. Contrast this to predictive AI, also called regular AI, non-generative AI, or analytical AI. For simplicity, we’ll refer to all these alternate labels as […]
Make an Informed Decision about Implementing AI By Peter Lyle DeHaan, PhD You’re no doubt tired of hearing about artificial intelligence (AI). You probably also realize that AI is not another trend that will disappear and fade into history. Call center AI is a persistent technology that’s here to stay. Everyone, it seems, has an […]
Make Every Moment Matter and Leave a Legacy Live a life that sticks! Sticky Living challenges us to make every moment matter and leave a legacy that lasts beyond our careers…and our lives. While work is important, it only accounts for a fraction of our lives. Embrace the significance of family, relationships, and non-work time […]
Adopt a Counterintuitive Strategy to Address This Common Staffing Problem By Peter Lyle DeHaan, PhD The healthcare industry has long suffered from labor shortages, which contributes to burnout. This forces otherwise competent staff into exiting the industry. Though we won’t solve this labor shortage dilemma, we can seek to minimize burnout. This includes burnout of […]
Key Metrics for Evaluating Agent Performance in a Medical Call Center By Peter Lyle DeHaan, PhD The impetus for call centers was to increase efficiency and save money. This was an admirable goal, and call centers did exactly that. The result is a model that most call centers operate under today. They use this in […]