By Peter Lyle DeHaan, Ph.D. I tend to put off buying things. It’s not because I procrastinate (at least not too much), or because I am adverse to making decisions, or even because it’s a money issue. Sadly, the reason that I often avoid purchasing what I want or need is simply because it is […]
By Peter Lyle DeHaan, Ph.D. Once thought of as a call center luxury, call recordings (also known as voice loggers) were used exclusively to document agent conversations with callers. However, call recorders are no longer just a tool to prove who said what or how it was spoken. Call loggers have proven themselves invaluable as […]
By Peter Lyle DeHaan, PhD Have you heard about the onslaught of Do Not Market laws proposed at the local, state, and federal level? You haven’t? Well, there is good reason that this pending legislation has caught you unawares. The fact is that it doesn’t exist—per se. However, in reality there is a plethora of existing […]
By Peter Lyle DeHaan, PhD Have you heard about the onslaught of Do Not Market laws proposed at the local, state, and federal level? You haven’t? Well, there is good reason that this pending legislation has caught you unawares. The fact is that it doesn’t exist – per se. However, in reality there is a […]
By Peter Lyle DeHaan, Ph.D. Does your call center make the caller or patient a priority? I expect that it does. In fact, I suspect that the phrase “customer service” is found somewhere in your mission or vision statement, etched on a wall plaque, proclaimed in your marking material, and oft cited by upper management. […]
By Peter Lyle DeHaan, PhD Over the years, I have gone to countless conventions, trade shows, expos, and conferences. Sometimes I am there to make a presentation, others times to be an exhibitor, recently as a reporter and photographer, and at still other times I am there as an attendee. Typically, I fill more than […]
By Peter Lyle DeHaan, PhD About six years ago, I made a presentation at a trade show about CRM (Customer Relationship Management). When I was asked to speak at this event, the choice of topic was left to my discretion. At the time, CRM was the new buzzword. Because I was unsure about what CRM […]
By Peter Lyle DeHaan, PhD What will your agents say to make a sale? The answer might surprise you. I recently had two telephone sales experiences that didn’t turn out as I expected. The first related to changing satellite TV providers. An abrupt network lineup change left my family without their two favorite shows. In […]
By Peter Lyle DeHaan, Ph.D. I am a bit of a movie buff. Among my more arcane interests is a fixation with memorable, unique, or humorous lines from films. Some phrases make their way into pop-culture, such as Clint Eastwood, pointing his ominous sidearm and snarling, “Go ahead, make my day.” Others transcend generations, as […]
By Peter Lyle DeHaan, PhD Working in a call center is challenging and demanding work. Owning and running one is even harder. Daily activity seems, all too often, to consist of reacting to the urgency of the moment. There is little time to plan and few opportunities to look beyond the confines of the call […]