Discover How to Effectively Work in a Home Office, Whether Long-Term or Short-Term By Peter Lyle DeHaan, Ph.D. I recently celebrated twenty years of working from home. For the first year I divided my time between my home office and a traditional office. I followed that with a couple more years that included travel. But […]
Author: Peter Lyle DeHaan
Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Have you ever wondered if you have a marketable book? Most people have, especially anyone who wants to make a living from writing. You can pay someone to give you their opinion on what’s marketable before spending hours writing. Although you can do internet searches to find them, I recommend going to the websites of […]
Reading helps us understand what is marketable before we spend hours writing something that’s not. So does talking to others in the industry, especially agents, editors, and publishers. Also, look at the publishers’ current releases. As a starting point here are some general principles of what is not marketable. Though there are exceptions, they are […]
A writer found some clip art they’re interested in using in their book, but they also had concerns. The terminology is “Royalty-free clipart for commercial use.” Is it safe to use? First, let me say that I am not a lawyer, and this is not legal advice. Given that, in my opinion, the phrase gives […]
Two Tips to Streamline Your Answering Service’s Procedures By Peter Lyle DeHaan, PhD Last year I shared several articles about finetuning the processes in your telephone answering service. The three key areas are streamlining sales, streamlining client onboarding, and streamlining customer service. Beyond that, we looked at fine-tuning billing and collections, agent hiring, and agent […]
There are three purposes for blog categories. 1. Search Engine Optimization One use of blog categories is that it helps with search engine optimization (SEO), which allow the search engines to better find and list posts. 2. Reader Engagement The second use of blog categories is to help readers find similar content. For example, if […]
Use a Quality Assurance Program to Improve Your Call Center By Peter Lyle DeHaan, Ph.D. In the last issue, we talked about improving your call center by providing ongoing skills training. Now we’ll continue the discussion by addressing a quality assurance (QA) program. In the call center industry, everyone’s talking about providing quality transactions. Quality […]
Each chapter in my friend’s book starts with a quotation. Most of the quotes came from internet sites. She wonders if she needs to include a page citing sources where she obtained each quote. Here’s what I said to her. For Traditionally Published Books For traditionally published books, your publisher will have its own requirements […]
Many people were amazed and impressed that my web address matches my name: PeterDeHaan.com. It is my main author website. I’ve had it for almost twenty years. When I registered it in 2000, it was not hard to procure a domain name matching one’s given name. (At the time, DeHaan.com was also available, and I […]
You Can’t Schedule for the Unexpected, but That’s No Excuse to Be Unprepared By Peter Lyle DeHaan, PhD Traffic at many call centers fluctuates with the weather, affecting some centers more so than others. Of course, non-weather-related events can also impact call traffic. This includes natural disasters, pandemics, riots, the threat of violence, media-produced frenzies—and […]