Writing, as with most worthwhile things in life, benefits from a bit of occasional introspection. Succinctly queried, what are your goals as a writer? After all, without goals, how will you prod yourself to write and by what measure will your evaluate progress? Here are some common motivations of writers: With the exception of the […]
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. […]
Prolific Author Shares Insights from “Successful Author FAQs” in Candid Interview with Host Kat Caldwell Author Peter Lyle DeHaan was recently featured as a guest on the Pencils&Lipstick podcast, where he shared his experiences about writing and publishing with host Kat Caldwell. The wide-ranging conversation explored DeHaan’s journey as an author and delved into his […]
The Healthy Medical Call Center Now Available to Help Boost Staff Retention, Quality Service, and Patient Satisfaction Acclaimed call center author Peter Lyle DeHaan announced the release of The Healthy Medical Call Center: 60 Prescriptions for Leadership, Quality, and Patient Satisfaction, the fifth installment in his much-admired Call Center Success Series. The book is now […]
Offers Key Insights for the Call Center and Contact Center Industry Running a call center is challenging, but it can also be rewarding. In his latest book Call Center Connections, call center veteran and publisher of Connections Magazine, Peter Lyle DeHaan, PhD, provides practical insights and tips to help call center professionals excel in their […]
Looking Back on a Writing Career That Began with “All About Pagers” I’ve been a writer for most of my life and a published author for over thirty. My first article appeared decades ago. The title was “All About Pagers.” It appeared in the now-defunct tech magazine, Radio Electronics. Here’s a link to a scanned […]
Peter Lyle DeHaan’s Latest Book Peter Lyle DeHaan’s newest book is Sticky Sales and Marketing. It is book two in the anticipated Sticky series. In Sticky Sales and Marketing, Peter Lyle DeHaan, PhD breaks down sales and marketing strategies in a coherent story-driven process and highlights what works and what doesn’t. Through personal stories and […]
Peter Lyle DeHaan, founder and publisher of AnswerStat, announced the publication of his latest book, Healthcare Call Center Essentials, on June 6, 2022. “In a very real sense, this book has been two decades in the making,” said DeHaan, “It started when I launched AnswerStat magazine in 2003. I’ve taken what I’ve learned about medical contact centers since then […]
Why a Multiple of Monthly Billing Beats EBITDA for Answering Services Determining an appropriate valuation for a telephone answering service (TAS) looms as a challenging task, one that many outside the industry don’t fully appreciate. This paper details TAS distinctives and explains how to best determine the value of a TAS. EBITDA A common valuation […]
Do You Lose Customers about as Fast as You Gain Them? It doesn’t have to be that way. The Sticky Customer Service book will show you how. Customer service isn’t a once-and-done effort. It takes ongoing work to truly meet your customers’ expectations. In Sticky Customer Service, unearth practical, action-oriented insights to help you turn […]