By Peter Lyle DeHaan, Ph.D. One of the common outcries emanating from the healthcare debate is the charges for services rendered. Seemingly, everyone has a story about an outrageous bill covering what he or she perceived as a relatively minor procedure, test, or visit. Although those generating the bills know the imperative need to capture […]
By Peter Lyle DeHaan, PhD I am a voracious magazine reader. For years, I have had a stack of magazines awaiting my attention. Although I eventually read them, it may not be done quickly. Lately, however, my backlog of unread magazines has been steadily diminishing. This is because some magazines have ceased publication, others have […]
It’s been two weeks since my last blog and some are wondering what happened. This is the longest span of non-blog-activity that I have encountered since I began walking down this path. It’s not that I’ve run out of ideas; I have plenty: from the rabbits in my yard, to Super Bowl ads, to the […]
By Peter Lyle DeHaan, PhD As a publisher, December is a slower time of the year for me. It’s not that I have less work to do, but I have fewer interruptions in the form of ancillary email messages and phone calls. Conversely, for most answering services, the winter holidays present the opposite scenario, with […]
By Peter Lyle DeHaan, PhD When mapping out the future, it’s always wise to first look back to see where we’ve been. In 2009, the call center industry has gone through a lot. Like most industries in the United States, and likely around the world, the economy was – and continues to be – a […]
As a publisher, I receive all manner of press releases. Some are appropriately targeted and end up in one of my magazines, newsfeeds, or newsletters. Others are close, but slightly miss our focus, while many are seemingly sent to me without forethought or strategy. Here are the headlines that I have received in the past […]
By Peter Lyle DeHaan, Ph.D. When my daughter visits, we often go for walks. Unfortunately, I had been finding it necessary to forego that particular pursuit, not because of a lack of interest, but because blisters would be a painful result. Although we were both dismayed at this, it was my daughter who took the […]
By Peter Lyle DeHaan, PhD I’ve been actively blogging for about two years (see blog.peterdehaan.com: 376 posts, 102,000 words, with 1,000 article views a week; the record is 2,065). I cover whatever is on my mind, anything and everything, from work to personal, from trivial to profound, from mainstream to geeky. I organize my musings […]
By Peter Lyle DeHaan, PhD Having just returned from the 2009 ATA Convention and Expo in New Orleans, I am still processing all the valuable information that was presented and the insightful ideas that were shared. Between the several keynote addresses and multiple breakout sessions, there were over thirty presentations of which to avail oneself. […]
By Peter DeHaan, PhD The rate of success of agents transferring calls is often poor. Based on my experience, successful transfers occur less than half the time. In addition to being disconnected, there problems are being transferred to the wrong extension or being put on endless hold. To help here are some common sense, but […]