By Peter Lyle DeHaan, PhD Astute entrepreneurs are always seeking ways to improve their business, increase revenue, and diversify into related business lines. During this time of doubtful economic conditions, with possible decreased sales and smaller profits, it is even more critical to explore ways to bolster business prospects. One such way is by working […]
By Peter Lyle DeHaan, PhD In my recent blog entry “Express Mail is Urgent and Should Be Delivered Immediately – Unless Fuel Is Expensive” I complained about a perplexing development from the United States Postal Service (USPS). A Lament: Each month the USPS sends me two Express Mail deliveries. Each contains a CD of address […]
By Peter Lyle DeHaan, PhD Over the past few months I have been amassing call center anecdotes. Here is my compilation. First up is Netflix. Netflix is one of my favorite organizations, mailing me DVDs to watch on my TV and providing downloads to watch on my computer. In my January 2007 article, The Netflix […]
By Peter Lyle DeHaan, PhD The Annual ATSI Convention and Expo was held June 18-21 at the Union Station in St. Louis. The theme was “Step Up to the Plate.” In terms of attendance, content, and the auction, the convention was a great success. For convention attendees who may have snuck out to catch a […]
By Peter Lyle DeHaan, PhD The Ford Model T automobile was produced in only one color. Supposedly, Henry Ford quipped, “You can have any color, as long as it’s black.” His assembly-line production method changed the way cars were made and introduced a predicable consistency, standardizing the manufacturing process. At that time, those traits were […]
By Peter Lyle DeHaan, PhD At one time all call centers used a free-form philosophy of recording caller provided information and communication, be it an order, a message, or an information submission. Free-form documentation is analogous to a paper phone message pad, with the agent filling in whatever blanks deemed appropriate, in any order preferred. […]
By Peter Lyle DeHaan, PhD Five years ago, the call center industry was confronted head on with the DNC (Do-Not-Call) legislation. As millions signed up to block most telemarketing calls to their home, the pool of prospect numbers shrank dramatically. Since then, the face of outbound calling in the United States has been unalterably changed. […]
By Peter Lyle DeHaan, PhD Having been bitten by the ecology bug as a teenager, I have always had a favorable disposition towards the environment and environmentally friendly practices. I have, however, stopped short of adopting a fanatical environmental stance. Rather, I have opted for a more pragmatic approach. While I am careful to avoid […]
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, PhD Over the years, I have heard ample discussion on a multitude of creative ways to bill clients for call center services. The prevailing goal of each consideration is to maximize billable services and fees. While this is an admirable business objective – since the goal of commerce is to make […]