Training New Hires to Answer Calls Is Just the Beginning By Peter Lyle DeHaan, Ph.D. Every new employee needs some training before they are ready to process calls at your call center. The length of training varies from one operation to the next, but the inescapable fact is that training does occur. But in too […]
Author: Peter Lyle DeHaan
Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Working from Home Is the Ideal Solution to Keep Employees Safe and Healthy By Peter Lyle DeHaan, PhD We never know what the future will hold, but we do know that what lies ahead will most assuredly be quite different from what last year held. As you grapple with staffing issues for your call center […]
Discover Why You May Not Want to Follow Conventional Wisdom for Payables By Peter Lyle DeHaan, PhD The standard business advice when it comes to accounts payable is to delay payment as long as possible, even beyond the stated due date—assuming you can get away with it. This benefits cash flow, making more money available […]
Consider Outsourcing to Better Manage Call Traffic and Increase Availability By Peter Lyle DeHaan, Ph.D. As your healthcare call center grapples to deal with more calls than perhaps ever before, you seek ways to maintain the service level you provide to callers. Ideas include using automation, increasing employee schedules, and hiring more staff. A fourth […]
Categories
When You Need an Agent
If you plan to publish your book with a traditional publisher, you’ll need an agent. Most publishers only work with agents. Even if you find a publisher who will work with you directly, you should still use an agent. Why is that? Because an agent will negotiate a better contract for you than you could […]
Some critique groups can be good, some are okay, and some are not good at all. Here’s what to look for in a critique group that I think is important. Critique Group Characteristics Critique Group Leader Also, look at the leader. Is the leader effective in maintaining focus and structure? If not, the group can […]
Categories
Finding a Critique Group
Finding a critique group is challenging, especially one that’s a good fit. Assuming you want a local group, ask area writers if they have any suggestions, check with bookstores (especially independents) to see if they know of any groups, and search online. If all this fails or doesn’t find you the right group, you can […]
Don’t Overlook the Technical Support Component of Optimizing Your TAS By Peter Lyle DeHaan, PhD In our final article on streamlining your telephone answering service, we’ll look at the technical side of things. For many services, the technology that runs it remains the least favorite aspect of the business. It’s necessary, but it’s not enjoyed. […]
Categories
Social Media Posts
With social media posts, I always want to direct people to my website, my home base, that I own and control. This means posting a link on social media. I do that on Twitter (because there isn’t room for the full post) and on Facebook (because a link is all I have time for). I […]
Decisions We Make Today Can Better Prepare Us for Tomorrow By Peter Lyle DeHaan, PhD As writers pitched their article ideas for this issue of Connections Magazine, everyone, it seemed, wanted to talk about coronavirus and Covid-19. While I want the content of this magazine to address relevant, real-world situations, I also didn’t want to […]