Writing, as with most worthwhile things in life, benefits from a bit of occasional introspection. Succinctly queried, what are your goals as a writer? After all, without goals, how will you prod yourself to write and by what measure will your evaluate progress? Here are some common motivations of writers: With the exception of the […]
By Peter Lyle DeHaan, Ph.D. With the unemployment rate remaining high, call centers find themselves in a “buyer’s market” when it comes to hiring agents and support staff. There are plenty of people looking for work, which results in more applicants to pick from for each opening. High unemployment also serves to limit the mobility […]
Peter DeHaan Publishing Recognized for Stellar Email Marketing Practices Peter DeHaan Publishing Inc received the 2010 All Star Award from Constant Contact® Inc, the trusted marketing advisor to more than 400,000 small organizations worldwide. Peter DeHaan Publishing Inc is one of Constant Contact’s 2010 top performers and most prolific user of its email marketing product. […]
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Channel Inconsistency
Frustration Abounds When Details Differ Between the Store, Online, and Call Center By Peter Lyle DeHaan, PhD Every two years my family and I upgrade our cell phones. This isn’t because we want the newest model. It’s because we seek the lowest cost. Since each provider offers better deals to new customers than existing ones, […]
By Peter Lyle DeHaan, PhD In my December column in Connections Magazine, I said, “Everything you currently do with phone calls, you need to apply to email. Answer email, screen email, route email, add value to email, prioritize email, and escalate email.” I’d like to delve into that a bit more, specifically as it relates […]
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Looking Back to See Ahead
By Peter Lyle DeHaan, PhD As we make the transition from one year to the next, we typically take time to reflect and project – that is, to look at the past and anticipate the future. To make this time of examination and analysis even more momentous, we are also migrating from one decade to […]
By Peter Lyle DeHaan, PhD Many people who are not trained in the art of marketing, have the false assumption that they can run one ad and make the phone ring. This is rarely the case. Regarding the need for ongoing advertising, author Debbie Elicksen says it best: “A one-shot ad rarely works. Many businesses […]
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Bombay Calling
By Peter Lyle DeHaan, PhD I recently stumbled onto a TV program entitled Bombay Calling. It was about an offshore call center, providing a compelling exposé of an India-based outsourcing call center and the people who worked there. In a gripping documentary style, it showed both the good and the bad in offshore call centers. […]
By Peter Lyle DeHaan, PhD For some, the mere mention of it produces a spontaneous smile and causes their eyes to light up. To them, it represents the preferred way to communicate; they would be lost without it. Business leaders seek to stifle it or monetize it. Others groan audibly and roll their eyes at […]
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The Art of Follow-up
By Peter Lyle DeHaan, Ph.D. Valuable lessons can be learned from many sources. For example, the demeanor of salespeople can provide insights for the healthcare industry and the call centers that serve them. A couple years ago, I was researching software specifically developed for magazine publishers. It promised to streamline and integrate operations, as well […]