Reveals Insider Strategies to Run a Call Center Your Staff Is Proud to Work For
Peter Lyle DeHaan, a seasoned call center industry expert, announced the release of his latest business nonfiction title, What Every Call Center Manager Needs to Know: Insider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran.
The book offers practical, field-tested guidance for call center managers, leaders, directors, and owners who want to build thriving operations where employees feel valued and customers receive exceptional service.
With decades of call center experience distilled into one comprehensive guide, DeHaan addresses the critical factors that separate successful call centers from those that struggle silently.
The book tackles essential management challenges including strategic hiring practices, effective scheduling systems, technology implementation, and customer service excellence—all through the lens of creating a workplace culture that employees are proud to be part of.
“Run a call center your people are happy to work for,” DeHaan emphasizes as the book’s central philosophy. This approach recognizes that employee satisfaction directly impacts customer experience and operational success.
Part of the valued “Call Center Success Series,” the book provides actionable insights that managers can implement immediately to improve their operations.
DeHaan draws from real-world experience to help readers discover what separates thriving call centers from ones that quietly fail, offering proven strategies rather than theoretical concepts.
The book is available now in multiple formats to suit different reader preferences: ebook, audiobook, paperback, and hardcover. Originally published as Call Center Connections, this new release brings together the most essential knowledge every call center professional needs to lead effectively in today’s competitive business environment.
This is an essential resource for every call center. The practical framework provided in the book helps leaders at all levels build stronger teams, implement smarter systems, and create sustainable success.
Get your copy of What Every Call Center Manager Needs to Know today!
About Peter Lyle DeHaan: Peter Lyle DeHaan is a call center industry veteran with decades of hands-on experience in management, operations, and strategic leadership. He is the author of multiple books in the “Call Center Success Series,” sharing practical wisdom gained from years in the trenches of call center operations.
DeHaan is committed to helping call center professionals build better workplaces and deliver superior customer experiences. Learn more at PeterLyleDeHaan.com