By Peter Lyle DeHaan, PhD If you work on the frontlines at your call center, you already know what I’m about to say: The Affordable Care Act (ACA) – more commonly referred to as Obamacare – has people upset. As a result, the number of frustrated, angry, and even hostile people you talk to every […]
Tag: Peter Lyle DeHaan
By Peter Lyle DeHaan, PhD For years, some answering service owners have pursued remote operator stations, while others have avoided them with staunch opposition. For the TAS, the benefits of remote operators are many, including running multiple offices from one system, tapping into new labor markets, and hiring qualified but homebound staff. For employees, the […]
By Peter Lyle DeHaan, PhD Although the number varies with who’s doing the telling, it’s many times more costly to obtain a new customer than to keep an existing one. The sad reality is, though, no one at the giant mega corporations gets this – or at least their actions belie that they do. For […]
By Peter Lyle DeHaan, PhD I’ve been thinking about self-service lately. Self-service works nicely when I want general information. But when I seek to resolve an issue with a product, service, or bill, online self-service is more likely to frustrate than help. In those cases, a phone number is what I want – a phone […]
By Peter Lyle DeHaan, PhD Today, harnessing the power of the Internet should be a goal of every telephone answering service. When used properly, the Internet can save time, generate revenue, increase communication, obtain and retain clients, and bolster the bottom line. Here are some items to consider. You are likely already doing most of […]
By Peter Lyle DeHaan, PhD Call me an idealist. I think life should be fair. This applies to answering calls. According to my perspective, call distribution needs to be fair, too. Everyone should have an equal chance of being answered quickly – or at least subjected to the same length of hold time if they […]
By Peter Lyle DeHaan, PhD Craving dessert is a habit my wife, “The Queen of Desserts,” cultivated in me. She claims, however, my affection for sweets was ingrained in me before we met. When eating at home, I pace myself through the meal in expectation of a tasty treat at the end. At restaurants, oversize […]
I recently blogged about my first article ever published. This post is about my second article. But don’t worry, this isn’t going to turn into a series. I have no idea what my third article was or where it was published. Although I promised myself I’d never ever write again after my first agonizing piece, […]
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My Writing Goals for 2013
Last year, I posted my writing goals for 2012. They were: How did I do? My dissertation was finished and approved and my website was completely overhauled. I did complete the draft of one book (though not the one I intended) and started book two. Though I have had some informal interaction with agents, I […]
By Peter Lyle DeHaan, PhD As with any merger, the Amtelco-Telescan merger raises natural and expected questions among stakeholders. I had an opportunity to discuss some of these with Bernie Torvik, vice chairman of Amtelco, and Roger Young, president of the Telescan Division of Amtelco. Here is what they had to share: Peter: Congratulations on […]