Peter Lyle DeHaan, PhD At the ATA (American Teleservices Association) meeting, one of the exciting topics was self-regulation for call centers. If the terms “teleservices” and “call center” are meaningless to you, consider the more common, but less preferred label of “telemarketing.” Yeah, telemarketers — those folks who call you during dinner time. Although teleservices […]
I have returned from a phenomenal conference. ATA knows how to put on a first-class event. I was able to hear several great speakers (CNN’s Paul Begala, for one — he gave some cogent and compelling insight into the US Presidential race). I saw old friends and made new ones. I recorded three podcasts — […]
This weekend I’m headed out to the ATA meeting in Washington. You may be wondering, “Didn’t you just return from the ATA meeting in Washington?” Ah, yes, but that was the American Telemedicine Association (aka ATA) meeting in Seattle, Washington. Now I am going to the American Teleservices Association (aka ATA) “Washington Summit” in Washington, […]
By Peter Lyle DeHaan, PhD How often have you called someplace and wondered if you reached the right number? All too often, calls are answered hurriedly, haphazardly, or incompletely. Or perhaps the agent seems out of breath by the time they complete a lengthy, tongue-twisting answer. It is vital that all calls be consistently answered […]
I survived the rigors of air travel and have safely returned from a successful trip to the American Telemedicine Association Annual convention. My AnswerStat magazine co-sponsored a three-hour session, “The Medical Call Center’s Role in Telemedicine.” It was fun to moderate the event and meet attendees. All of my conference objectives were met, including generating […]
I wonder, if you fly can it still be called a road trip? In any event, I am headed out tomorrow for the American Telemedicine Association Annual convention. My magazine, AnswerStat, is co-sponsoring a special session entitled “The Medical Call Center’s Role in Telemedicine.” Additionally, I will be serving as the event’s moderator. I am […]
Past, Present, and Future By Peter Lyle DeHaan, PhD The most buffeted segment of call center work has been the outbound arena, specifically, consumer calling. With the combined effects of a public outcry against intrusion, political expediency, and the enactment of state and ultimately a national do not call (DNC) law, outbound calling to consumers […]
By Peter Lyle DeHaan, PhD When someone says, “Let’s watch a movie,” what’s the first thing that comes to mind? Do you immediately think of a group outing to go watch the latest flick? Perhaps your preferred viewing venue is the more cozy environment of your living room couch. Could it be that watching a […]
By Peter Lyle DeHaan, Ph.D. When I set up my office several years ago, I invested a great deal of time to produce an optimal configuration, the epitome of efficacy and efficiency. Yet over time, things changed. New technology was interjected, additional office accouterments were added, and the scale of my work increased. As each […]
By Peter Lyle DeHaan, PhD Are you fed up with receiving “robo” (pre-recorded) calls? Last year, in an effort to curb their use and appease public outrage, our elected officials required that an opt-out option be present on all pre-recorded calls. Unfortunately, it was deemed both cumbersome and ineffective in curtailing the unwanted intrusions. One […]