Successful Operations Require Intentional Effort By Peter Lyle DeHaan, PhD Most everyone who works in off-site customer service knows the importance of having a strong call center team. This is, perhaps, nowhere more important than in the healthcare industry, where a call center sometimes faces the life and death situations of its patients. Though a […]
Staff Your Operation with Agents with the Right Stills to Work at the Time They’re Most Needed By Peter Lyle DeHaan, Ph.D. You run a multichannel contact center for the healthcare industry and have staffed it with well-trained agents. Some specialize in one specific channel, others can handle related channels, and some are cross trained […]
After Doing All You Can on the Hiring Side, Turn Your Attention to Retention By Peter Lyle DeHaan, Ph.D. A college friend recently shared his experience working at his part-time job. Several of his coworkers had quit, and he planned to do so as well. His departure would move his employer from drastically short-staffed to […]
By Peter Lyle DeHaan, PhD As I look back, I see how things have changed. I have changed, my family has changed, technologies have changed, my business has changed, and the industries I work in have changed. In today’s business environment, a culture of change is essential for every organization. In my younger days, I […]
By Peter Lyle DeHaan, PhD “I need to find a good manager.” This statement is simple, and its occurrence too common. I’ve heard it many times over the years and have experienced it firsthand. Despite the straightforward nature of this basic need, its successful conclusion is anything but easy. Quite simply, if you make the […]
By Peter Lyle DeHaan, PhD It happened again. It shouldn’t surprise me but it does. In fact, it has been said so often that most people believe it to be true and accept it as fact. What am I talking about? Once again, a politician has stood up and passionately, emphatically, and convincingly asserted that we, […]
By Peter Lyle DeHaan, PhD I recently stumbled onto a TV program entitled Bombay Calling. It was about an offshore call center, providing a compelling exposé of an India-based outsourcing call center and the people who worked there. In a gripping documentary style, it showed both the good and the bad in offshore call centers. […]