Three Decades of Valuable Industry Content Available at No Charge By Peter Lyle DeHaan, PhD Every article that appeared in Connections Magazine for the past twenty years is available online, as well as most of the articles that occurred in the eight years prior to that, starting with Volume 1, Number 1 in July 1993. […]
Author: Peter Lyle DeHaan
Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Work to Enhance Customer Service to Better Meet Caller Expectations By Peter Lyle DeHaan, PhD What does your healthcare call center do to improve quality interactions with your callers and patients? While some call centers have robust programs in place, others struggle with implementation or following through, and a few keep putting it off. Regardless […]
It’s hard to catch mistakes in our own writing. No matter how hard I try, I still miss a lot. With every piece I get back from an editor, I’m dismayed over the many errors I didn’t catch, even though I know better. Of course, they also spot many mistakes I would have never caught, […]
Empower Employees to Excel Regardless of Where Their Office Is By Peter Lyle DeHaan, PhD We are now approaching one year since many businesses sent employees home to work. Though some staff have returned to the office, either all the time or on select days, many workers continue to toil from their homes. Some have […]
Discover the Right Balance in Agent Scheduling for Your Healthcare Contact Center By Peter Lyle DeHaan, PhD Some healthcare call centers only employ full-time staff. Others do the opposite and only hire part-timers. The ideal solution might be to balance a combination of both full-time and part-time agents. Full-Time Call Center Agents A key benefit […]
Finding time to read, however, is a constant struggle. As with making time to write, we need to make time to read. For me, the decision often comes down to watching TV or reading. Sometimes TV wins and other times reading wins. Often, the choice I make hinges on how good the book is versus […]
I’m a huge fan of dictation and use it for all my writing, not only my first draft but even as I edit. Using dictation, I can write about two thousand words an hour—compared to about five hundred words typing. My dictated words come out in pretty good shape, about 90 percent of the way […]
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Welcome to Connections Magazine 3.0
Read Connections Magazine Anywhere You Have Internet Access By Peter Lyle DeHaan, PhD As announced last year, the January 2021 issue of Connections Magazine marks an exciting turning point for us. Following a long-standing industry trend, Connections Magazine is now exclusively an online e-publication. We’ve gone all digital. This means you can access all our […]
Make Sure Your Policies and Procedures Accurately Reflect Remote Work By Peter Lyle DeHaan, PhD In the past year, many healthcare call centers scrambled to adjust to ever-changing expectations and requirements to keep employees safe while continuing to work. Some call centers already had viable work-at-home protocols in place and a few were already 100 […]
A reader emailed me. He said you recommended starting by writing short stories. Unfortunately, I’m already near finishing my first novel (which took years of planning). I skipped the step of starting with short stories. What should I do? The main benefit of writing short stories before writing a novel is to identify and learn […]