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Healthcare Call Centers

Whatever Happens, Be Sure to Smile; It Can’t Hurt

By Peter Lyle DeHaan, PhD I recently renewed my passport, which required an updated photo. I went to a local store to take care of this so I could complete my renewal application. I placed my toes on the line, looked into the camera, and put on my best smile. The technician scowled. “You’re not […]

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News

Popular Posts: Top Posts for 2012 on Byline

Here are the most popular posts on Byline for 2012: Thank you for reading these posts!

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Writing and Publishing

Five Types of Critiques

I’m part of multiple critique groups (yeah, they’re that important) and receive all manner of feedback, from good to bad, helpful to hurtful. They fall into five general categories: 1) Unhelpful: Let’s start with this one and get it out of the way. Some critique partners don’t provide useful information. The reasons are numerous, but […]

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Telephone Answering Service

Hopper and Campbell Contribute to Tom Hopkins’ Book

By Peter Lyle DeHaan, PhD Jamey Hopper and Darlene Campbell both contributed to the recently released book, In It to Win It: The World’s Leading Experts Reveal Their Top Strategies for Winning in Business & Life. In addition to Campbell and Hopper, the book features Tom Hopkins and other experts sharing their insights. Hopkins opens […]

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Healthcare Call Centers

Would You Lie to Your Doctor?

By Peter Lyle DeHaan, PhD I recently received a press release that surprised me. In part, it said, “It’s an open secret in healthcare communities: Patients lie.” I suspect that the reasons are many. Some lie because they don’t want to admit unhealthy behaviors to their doctors. Others, by not voicing a concern, subconsciously deny […]

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News

Peter DeHaan Addresses Breathe Conference

Author Peter DeHaan spoke at the Breathe Christian Writers Conference on October 12, in Dutton Michigan. This year’s conference enjoyed a record attendance and attendees flocked to Peter DeHaan’s workshop, “Writing 101: Getting Started in Your Writing Career.” Although billed as an introductory session, it was attended by both new and experienced writers. “I was […]

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Healthcare Call Centers

What Do You Do To Slow Down and Relax?

By Peter Lyle DeHaan, PhD Although I live in a rural area, my immediate surroundings are not; my house is in a subdivision. Even so, wildlife abounds. During the non-snowy months, at any given time I can, look out my office window and see at least one animal and usually more. I’ve spent the last […]

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Healthcare Call Centers

Game On: Time to Get Started With Gamification

By Peter Lyle DeHaan, PhD I was quite skeptical when I first heard about “gamification,” the use of gaming concepts to motivate desirable behavior among customers (or employees). I reasoned that while expecting customers to “play games” might result in a short-term increase in brand involvement or purchases, I doubted if it was sustainable. However, […]

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Healthcare Call Centers

Upsell Futility: Would You Like Fries With That?

By Peter Lyle DeHaan, PhD I needed to order some ink cartridges for my printer, the kind I can only buy from the vendor. I called and told the agent I wanted to order two black ink cartridges. Not surprisingly she suggested I buy a package that included two color cartridges. “No thank you, just […]

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News

Peter DeHaan Attends 2012 Festival of Faith and Writing Conference

Peter DeHaan attended the recent Festival of Faith and Writing conference held at Calvin College in Grand Rapids Michigan on April 19 through 21. The three-day event was attended by 2,000 from across the United States and around the world; it featured 64 presenters. At the Festival, attendees were treated to an array of presentations […]