Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Master the Art of Effective Call Center Communication By Peter Lyle DeHaan, PhD Some people think working in a call center is easy because they like to talk. But that doesn’t guarantee agent customer service success. Instead, successful agents need to work at it. Yes, this is easier for some than others, but no one […]
Lead with Integrity and Manage with Confidence Transform your leadership. Transform your business. It’s time to step up and become the kind of leader your business needs … the kind of leader you were destined to become. In Sticky Leadership and Management, Peter Lyle DeHaan, PhD breaks down what it means to lead with integrity, […]
Consider an Internal Rebranding as a Strategic Initiative This Year By Peter Lyle DeHaan, PhD Functionally you may label your operation as a medical call center, a healthcare contact center, or a medical answering service. This identifier may or may not be included in the name of your operation. Regardless, it might be time to […]
Embrace Artificial Intelligence to Help You Meet Your Goals More Effectively By Peter Lyle DeHaan, PhD Many people worry about how artificial intelligence (AI) might impact our world, including their telephone answering service (TAS) business. They fear AI will emerge as a disruptive force that fundamentally changes their day-to-day operations. It probably will. But there’s […]
After several years of unsuccessfully hiring book marketing experts, I realized I had two choices. The first was to not do any book promotion. The other was to do it myself. With great reticence, I decided to do it myself. I did this knowing it would detract from my writing and reduce my output. I […]
How We Conclude One Year Prepares Us for the Next By Peter Lyle DeHaan, PhD How has this year been in your healthcare call center? I suspect you’re ready for it to end. Though you may feel that way every year, the magnitude may be more pronounced this year. All the rapid changes and stressors […]
Hiring someone to market our books seems like a logical decision. After all, we hire professionals to edit our books and design our covers, so why not book marketing too? This is exactly what I thought and precisely what I did. Over the years I’ve hired a book launch expert, a publicist, a book marketing […]
Technology May Save Money but Human Agents Make the Difference By Peter Lyle DeHaan, Ph.D. We’ve been hearing a lot about artificial intelligence (AI), and we’re going to hear a lot more about it. Some claim AI is the future of the call center industry, saving money and retaining business. Others fear it’s the end […]
A Decentralized Call Center Is an Oxymoron By Peter Lyle DeHaan, PhD In the early days of our industry, the label call center fit perfectly. We handled calls from a central location. This was necessitated by the platform we used, which we installed in our office. It consisted of physical hardware to switch calls and […]
Some publishers strongly suggested that authors use their advance for marketing their book. Though this sounds reasonable, my advice is not to do it unless you have a long-term reason for it. First, let’s talk about advances. An advance for a book was originally intended as money for the author to live on as they […]