By Peter Lyle DeHaan, Ph.D. My daughter is a teacher. Her work – and the stories that she shares – cause me to reflect on some of my teachers. Though I don’t recall much about my own first grade teacher, I do know that I really liked her. My parents said, on numerous occasions, that […]
This week I received an email from a PR guy, pushing a press release for his client (www.ergotron.com and dare2dual.ergotron.com). In the teaser, he wrote: “Imagine how much companies would gain and save if they equipped all of their employees with more than one computer display. The research findings are conclusive and striking: nearly a […]
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Wasteful Packaging
By Peter Lyle DeHaan, PhD I continue to be amazed at the way certain products are packaged. There is often waste and much more packaging material than is needed or justified. The black hose fitting below is accompanied by the blue holder. Both made of plastic, the holder, or packaging, is about 25 to 33% of […]
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The Masses are Right about IVR
Peter Lyle DeHaan, PhD I once read an article whose title espoused the opposite perspective of this post. Perhaps you saw it too. I began reading it, in eager expectation of an enlightening and insightful discourse on the use of IVR (Interactive Voice Response) in the call center. I was soon to be disappointed. Essentially, […]
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Hiding Behind the EBR
By Peter Lyle DeHaan, PhD If your call center is only making EBR (existing business relationship) calls, you may think you have nothing to worry about, right? No. Just because it is legal to dial a number, doesn’t mean you should. Calling too often or for the wrong reasons could turn an EBR into a […]
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2008 ATSI Annual Convention and Expo
By Peter Lyle DeHaan, PhD The Annual ATSI Convention and Expo was held June 18-21 at the Union Station in St. Louis. The theme was “Step Up to the Plate.” In terms of attendance, content, and the auction, the convention was a great success. For convention attendees who may have snuck out to catch a […]
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We Can Do That
By Peter Lyle DeHaan, PhD The Ford Model T automobile was produced in only one color. Supposedly, Henry Ford quipped, “You can have any color, as long as it’s black.” His assembly-line production method changed the way cars were made and introduced a predicable consistency, standardizing the manufacturing process. At that time, those traits were […]
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Call Scripting the Caller Experience
By Peter Lyle DeHaan, PhD At one time all call centers used a free-form philosophy of recording caller provided information and communication, be it an order, a message, or an information submission. Free-form documentation is analogous to a paper phone message pad, with the agent filling in whatever blanks deemed appropriate, in any order preferred. […]
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My Visit to St. Louis
Peter Lyle DeHaan, PhD We (my bride and I) have safely returned from St. Louis. The ATSI convention was great. I snapped hundreds of pics—hopefully a few will be good enough to print. I also recorded 7 interviews for future podcasts, which will be posted online at podcast.connectionsmagazine.com starting this week. The drive there and back was uneventful […]
Today my bride and I are headed to St. Louis to cover the ATSI convention and expo. It takes almost as long to fly as it does to drive, so we will be cruising the Interstate highway, instead of flying the friendly skies. Even with gas around the $4.00 a gallon mark, it will be […]