By Peter Lyle DeHaan, PhD “Digital Advertising is Being Clobbered by Traditional Media,” so reads the headline from TradingMarkets.com, PIworld.com, and others in summarizing research reported by Zussi Research in August 2010. The report notes that contrary to the hype surrounding online advertising, traditional advertising is perceived as more informative and necessary than online advertising. […]
By Peter Lyle DeHaan, PhD The tag line for TAS Trader is “By the TAS Industry…For the TAS Industry.” This means that we want our content to come from people who are part of the telephone answering service industry. Usually, we are able to meet that goal, but not always. To fully reach this objective, […]
By Peter Lyle DeHaan, PhD Last month, I began sharing my overview of key findings from ContactBabel’s recently released The US Contact Center Operational Review (3rd Edition). Though it addresses the US market, readers outside the United States should not dismiss these findings. Offshore contact centers that serve the US will find this information most […]
By Peter Lyle DeHaan, Ph.D. In healthcare, contact center agents provide vital care and assistance over the phone, helping patients, scheduling appointments, and making referrals, thereby saving callers time, addressing concerns, and enhancing overall care. As in all sectors, contact centers help lower customer acquisition costs, increase customer retention, save money in the provision of […]
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I’m Back!
A few months ago, in my post “The Work of Publishing Periodicals” I explained why I hadn’t blogged for awhile — for 21 days to be exact. (Prior to that, the dubious record was 14 days — see “The AWOL Blogger is Back .”) In my entry, I blamed my absence from the blogosphere on […]
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Don’t Miss the Economic Recovery
By Peter Lyle DeHaan, PhD As our economy—both in the US and globally—begins to slowly emerge from recession, now is the ideal time to revisit your marketing strategies. For companies that scaled back their advertising expenditures during the downturn, it is advisable to ramp up marketing efforts as buyers ready themselves to make those purchases that […]
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Contact Center Survey Summary
By Peter Lyle DeHaan, PhD ContactBabel recently released the third edition of its The US Contact Center Operational Review. Last year, in the March 2009 issue of Connections Magazine, I highlighted some data from the “outsourcing” section of their second edition. This time I want to report on some of the broader findings. Of course, […]
By Peter Lyle DeHaan, PhD It seems that every other week there is a study extolling the virtues and desirability of digital publications. They make such claims as: While I don’t dispute findings such as these, their survey base can render any conclusions as errant. The problem is that surveys about digital publications involve talking […]
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Why Do-Not-Track is a Bad Idea
By Peter Lyle DeHaan, PhD As if marketers don’t have enough to worry about, the FTC is reportedly considering a “Do-Not-Track” registry. This would allow consumers to sign up to have their Web browsing activity hidden from advertisers. (This effort comes after the consumer favorite “Do-Not-Call” bill, which decimated the telemarketing industry and reportedly cost millions […]
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Have a Happy Summer
By Peter Lyle DeHaan, PhD I got up early this morning and, in the predawn, began pulling in cool 60-degree air into our warm home. In short order the temperature dropped seven degrees to an agreeable 70, where it stayed most of the morning. Wearing only t-shirt and shorts, I was quite comfortable. What perplexes […]