Article Repository Consolidates Industry Resources By Peter Lyle DeHaan, PhD I published my first article in 1982. It was about pagers. Remember them? It was also the hardest piece I’ve ever written, but it set me on a journey for a lifetime of writing. Over the years I authored a couple thousand articles, some of […]
Tag: telephony
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Phone Failure Fiasco
By Peter Lyle DeHaan, PhD Last month I shared that our house took a minor lightning hit, resulting in the need to call our satellite television provider and telephone/Internet provider. The satellite provider understands how to provide great customer service; the phone company does not. Though my business line was unaffected, our home phone had […]
By Peter Lyle DeHaan, PhD I’ve been thinking a lot lately about customer service via the telephone, even more so than usual. There are some things that I am excited about, while others are a concern. On the negative side, consider a large telecommunications company that provides cell phone, Internet, and long distance. Another is […]
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Agent Headsets
By Peter Lyle DeHaan, PhD Headsets were an invention, born out of necessity, to prevent the fatigue and strain caused when agents worked all day on the phone. In order to free both hands for operating equipment, handwriting messages, and filing papers, operators of yesteryear could not hold a telephone handset with one hand, but […]