By Peter Lyle DeHaan, PhD The first issue of AnswerStat magazine rolled off the presses over a dozen years ago. Since then much has changed. Call center technology has advanced, customer expectations have expanded, hiring and training practices have evolved, and new service opportunities have emerged. The Internet exploded into a global phenomenon that altered […]
An online friend wrote a blog post that went viral. It elicited emotion. Passionate comments spewed forth in support and opposition. Because of the firestorm his post created, a publisher offered him a book deal. He turned his blog post into a book. This is one-way blogging that can result in a published book. Though […]
I read a lot of books, but I start more then I complete. Some books just aren’t worth finishing. With so many books waiting for my attention, it makes no sense to waste time reading a book I’ve lost interest in. Here are six reactions I have when I read a book: 1. Give Up […]
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The Power of Saying No
I have a tendency to be a people pleaser. I like to help others, and I especially enjoy doing things for writers: to encourage them, support them, provide feedback, buy their book, and read their writing. Helping other writers is why I have my blog and a newsletter about writing and publishing. Both my blog […]
We all want people to buy our books and then read our books. That’s the ideal. But what if we can realize only one of these two outcomes? Would we rather have people buy our book or read it? In the first scenario a lot of people would buy our book but they never actually […]
Last week I blogged about forming a habit to write regularly as prompted by the book The One Thing. A second idea that resonated with me from Gary Keller and Jay Papasan’s book is the idea of blocking out time to focus on one thing, in my case writing. While most people might strive to […]
Marketing can have one of two goals: make sales or create awareness. Although any marketing effort can do both of these, it will only do one of them well. This post will discuss ways to create awareness—and when done right, top-of-mind awareness. That is, having our author brand be what a reader first thinks of […]
By Peter Lyle DeHaan, PhD It doesn’t require much of a look at the telephone answering service industry to know that the number of answering services has been dramatically decreasing in recent years. While I don’t have an exact number and doubt that anyone does, I think everyone agrees that we have fewer players in […]
I relate a lot to the book The One Thing, by Gary Keller and Jay Papasan. In it, they remind us to focus on the one thing that matters most. The first section of the book confronts various lies we accept as truth, which serve to distract us from our one thing. One of those […]
By Peter Lyle DeHaan, PhD Does upper management consider your healthcare call center a profit center or a cost center? Are you under the control of another department, such as telecommunications, IT, or marketing? Who does your call center director report to? Does that person understand the critical role the call center plays in your […]