Now May Be the Time to Say Goodbye to Your Premise-Based System and Move into the Future By Peter Lyle DeHaan, PhD Hosted telephone answering service systems have been around for a long time. Though many operations have praised the benefits of using a hosted system and switched to them, other services have been resistant […]
Author: Peter Lyle DeHaan
Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.
Address These Critical Items to Better Retain Staff and Serve Callers By Peter Lyle DeHaan, Ph.D. Operating a successful call center in the healthcare industry is hard. There is a never-ending tension to balance the expectations of patients and callers with the needs of operational staff, all the while remaining fiscally viable. Here are six […]
When most people think about using artificial intelligence to write, their mind goes to people who may abuse the technology. Yes, some people will use AI to churn out sub-par books. But don’t worry about them. Instead, look to how you use AI. View AI as a tool to help you write better, just like […]
We Should Embrace AI as a Useful Toolset and Not Fear It By Peter Lyle DeHaan, Ph.D. Artificial intelligence (AI) is not a fad that will soon go away. It’s a fundamental shift in how all businesses—and even every person—will function in the future. And though you may not yet realize it, that future is […]
Rejection hurts. We’ve all heard stories of popular books that had scores of editors or publishers reject them before someone realized the potential and published them. The rest is publishing history. Since writers deal with a lot of rejection, Writer’s Digest had the idea to provide a creative outlet for them to vent their frustration. […]
Technology Provides More Communication Channels to Serve Patients Better By Peter Lyle DeHaan, PhD The label of call center referencing outward-facing communications is an historically accurate term. At one time it handled calls from a central location. Hence, we formed a descriptively accurate name of call center. But many call centers have moved beyond calls […]
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New Book: Successful Author FAQs
Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words Peter Lyle DeHaan’s latest book is Successful Author FAQs. Do you have questions about writing? Publishing? Veteran author, publisher, editor, and freelance writer, Peter Lyle DeHaan answers questions writers often ask. In 15 topical chapters, tackling over 100 questions, Peter […]
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PhD Dissertation
Turning a Telephone Answering Service into a Call Center Industry Research Now Available WARNING: this book is a PhD dissertation (2000) and contains academic research. It’s made available primarily to aid others who are conducting their own industry research. If this is what you seek, here’s an overview: The telephone answering service industry is maturing […]
Last week we celebrated the short story, a work of fiction between 1,000 and 7,000 words. But what about shorter and longer works? Let’s start by looking at the types of fiction. Types of Fiction At the shorter end of the spectrum is flash fiction. With less than 1,000 words, flash fiction is gaining traction, […]
Though e-books receive all of the hype, printed books are still important, for both readers and authors People like to talk about what is new, what is exciting, and what is fresh. That’s why the book publishing industry has so much buzz about reading digital books and listening to audiobooks. I’m not going to dismiss […]