What Was Once Optional Is Now Required By Peter Lyle DeHaan, PhD The potential to have remote operators work off-site from the main answering service location goes back to the 1990s, when I made a presentation about this topic at the ATSI convention. I covered the two key aspects of having a distributed workforce. One […]
Author: Peter Lyle DeHaan
Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
How We Conclude This Year Will Prepare Us for What Happens Next Year By Peter Lyle DeHaan, Ph.D. This year continues to be a challenging one, more so than most others—perhaps any other. As we look forward to a new year in our healthcare call center, we turn the calendar with expectations of a better […]
Move beyond a Mindset of Answering Calls to Facilitating Interactions By Peter Lyle DeHaan, PhD This year has been a challenging one no matter how we look at it. Our status quo as an industry—to whatever degree we ever had a status quo—has been shaken. Everything seems to have changed. Our response has been as […]
Now More Than Ever, Take Time to Say “Thank You” By Peter Lyle DeHaan I’ve seldom been in a call center that wasn’t busy. Even the ones that weren’t quite as busy as others still had calls come in at a steady pace. And this was during normal times. What about the not normal times […]
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Introducing Connections Magazine 3.0
Discover What’s Next for Connections Magazine By Peter Lyle DeHaan, PhD Over its twenty-eight-year history, Connections Magazine has seen many industry changes, with technological innovation leading the way. For industry veterans, recall what your call center looked like three decades ago. It was a vastly different operation from what you have today. We’ve also seen […]
Article Repository Consolidates Industry Resources By Peter Lyle DeHaan, PhD I published my first article in 1982. It was about pagers. Remember them? It was also the hardest piece I’ve ever written, but it set me on a journey for a lifetime of writing. Over the years I authored a couple thousand articles, some of […]
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Serve Your Stakeholders
Understand Your Purpose in Working at a Healthcare Call Center By Peter Lyle DeHaan, Ph.D. You work in a healthcare call center. Why? The most basic answer is to receive a paycheck so that you can pay your bills. Though this is an essential motivation, earning a living will only take you so far in […]
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Editor Skills
There are three basic types of editors (and they each have various names). Each type of editor requires a different skill set. Developmental Editor A developmental editor, sometimes called a comprehensive editor, looks at big picture issues. For fiction this includes items such as story arc, character development, writing voice, and plot issues. Nonfiction looks […]
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Editing Options
Some writers say they can’t afford an editor, but I say you can’t afford to. No one can. But if you want options, here are three ideas come to mind: Barter First, look for an editor who will barter. They edit, and you perform a service of equal value. It might be writing-related or it […]
Roundup of Articles on Fine-Tuning Your TAS Processes By Peter Lyle DeHaan, PhD Over the past several months we have addressed several ways to optimize your telephone answering service and help position you to increase your efficacy and enhance the service you provide to clients. Here’s a recap: 1. Optimize Your Sales How long does […]