Now Is the Time to Invest in Your Call Center’s Future By Peter Lyle DeHaan, Ph.D. Long gone are the days when all you needed was a telephone and a message pad to process calls. For decades call centers have relied on technology to increase efficiency and optimize results. And never has that been truer […]
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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Reading Goals for Writers
It’s important for writers to read, and many writers make an annual reading list of what books to read. But because I need to push myself to read, my overarching requirement is that the book interests me. This limits the range of what I read, which is not a good thing, but it’s better than […]
Finding time to read and still have time to write and attend to the rest of life is a challenge for me. Yet I know it’s critical to invest in reading to better inform my writing. Some people, those far more disciplined than I, chart out a reading course for the year, strategically picking books […]
Do you wonder about getting ISBNs for your indie-published books? It’s not too important to have an ISBN for e-books. I’ve heard of several successful indie authors who see no point in it. However, having an ISBN does make a book seem more professional and part of mainstream book publishing. But aside from the image […]
Streamline Your Answering Service Administration By Peter Lyle DeHaan, PhD In past issues, we looked at streamlining various aspects of telephone answering services: sales, client onboarding, and customer service, agent hiring and training, billing and collections, and processes and procedures. Now we turn our attention to upper management: the admin function. Every role in every […]
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Introduction to WordPress
WordPress has two versions: hosted and self-hosted. Serious writers recommend self-hosting. But beginners can opt for the hosted version. Here is a basic introduction to WordPress: The hosted version of WordPress (WordPress.com) is easy to learn and use. It also has minimal features. The self-hosted version of WordPress (WordPress.org) is highly flexible and rich in […]
Writers often seek options for word processing software, either to save money, increase functionality, or both. Many writers extol the virtues of Scrivener for content creation, especially novelists. It costs much less than Microsoft Word and, since Scrivener is designed for writers, it has powerful features that creatives crave. Another option of increasing popularity is […]
Discover What Makes Your Call Center Unique By Peter Lyle DeHaan, Ph.D. What does your healthcare contact center stand for? How do you stand out in an industry with many options? Understanding who you are is the first step to determining your distinctive characteristics. But why does this matter? This is important because when you […]
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Find Time to Read
Writers need to read, but how do we find time to read? This is a constant struggle. For me, it often comes down to deciding between watching TV and reading. Sometimes TV wins and other times reading wins. Often this hinges on how good the book is and how badly I want to watch a […]
Do you want to improve as a writer? I do. Here are the things I’m currently pursuing to get better: Although improvement only creeps forward, these steps move me in the right direction. May they do the same for you.