How to Identify Speakers in Dialogue Here are some options to identify speakers in dialogue. 1. Tag your dialogue with any descriptive word other than said, such as exclaimed, interjected, sputtered, yelled, and so forth. I learned this in Middle School and followed it for many years. Now the recommendation is to avoid doing this, […]
With Increased Competition and More Patient Options, Providing Excellent Customer Service Is More Important Than Ever By Peter Lyle DeHaan, PhD I’ve covered various aspects of the call center industry, focusing here on healthcare contact centers, for the past 20 years. A persistent and reoccurring theme throughout this time has been customer service. This, I’m […]
Last week I experienced the importance of accuracy. With anticipation I opened an article submission. The topic was relevant and novel. My excitement, however, waned as I read his opening sentence. The author stated the earth’s population was 6.2 million. I thought there are over seven billion people on our planet, so I sought confirmation. […]
I didn’t know what I was doing for the first book I ghostwrote and charged in the mid-four figures. But it was an easy project, so my compensation worked out okay. My second ghostwriting experience was much more involved, and I charged twice as much. The fees for that book turned out okay, as well. […]
Balance Business Needs with Customer Impact By Peter Lyle DeHaan, PhD It’s a hassle when our credit card changes. We must track down every business that has our credit card number on file and update it. If we miss one company, we risk service interruptions or delivery problems. Sometimes we decide to switch cards, but […]
Discover What Type of Writer You Are and Then Embrace It There are different types of writers. They have different motivations, are at different places in their writing journey, and have different goals. Here’s how the different types of writers break down: 1. The Aspiring Writer I’ve heard many people refer to themselves as aspiring […]
Tips to Achieve a Full Schedule for Your Call Center By Peter Lyle DeHaan, Ph.D. For years many call centers have faced an ongoing challenge to fully staff their operation. But over the last year and a half this quest has become even more difficult, with an increased number of people opting to stay home […]
What works for one writer may not work for other writers and that’s okay Every writer has a different method of writing. I know that because many of you tell me. Schedule Some write every day (like me) and others do not. Motivation Others wait for inspiration and some sit down and write regardless of […]
Make Sure the Procedures You Expect Your Employees to Follow Still Make Sense for Their Job Today By Peter Lyle DeHaan, PhD We’ve talked about asking your staff for feedback and using their input to uncover ways to tweak your procedures. One way to do this is to eliminate processes that keep your call center […]
I was reading one of those college textbooks that send you to the dictionary every other paragraph. Progress was tedious. Most of the words I needed help with weren’t in the dictionaries I consulted, so I’d google the word, hoping to figure it out through context. Sometimes I’d stumble upon a cogent explanation, but often […]