Call center articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, PhD Among other things, my son Dan is a hockey player. We’ll never know if there was any connection, but this past summer he began experiencing lower back pain. The common advice to “take it easy and rest” was not helping, so we embarked on a more intentional course of action, […]
By Peter Lyle DeHaan, PhD I have long been a proponent of the necessity for outsourcing call centers to have websites. In fact, I view a website as a veritable requirement for success in today’s market. To the point, call centers lacking a website are quickly viewed as second-rate providers and not worth the consideration […]
By Peter Lyle DeHaan, PhD A while back, the Connections Magazine sales line was slammed with a phone call— for another company. The calls were from irate individuals trying to call a removal line of the fax service bureau that had sent them faxes. It seems that they had received an unwanted fax solicitation on […]
By Peter Lyle DeHaan, PhD There are many good things happening in the call center industry. Millions of people are employed in productive positions that benefit both commerce and the economy. These jobs are desirable nonmanufacturing positions and essentially nonpolluting, making them highly attractive to state and local governments’ job-creation efforts. Call center agents receive […]
Peter Lyle DeHaan, PhD I’m used to people harvesting contact information from my websites to send me messages, most of which are span. I have a dozen or so sites, with each containing links to many of the others. So it not uncommon for them to harvest an email from one site, jump to the […]
Peter Lyle DeHaan, PhD We had some frustration taking delivery of a package today. It’s not the first time and, I’m quite sure, it won’t be the last. Sometimes our packages are delivered to the wrong address; other times — like today — the drivers don’t really attempt to make the delivery, they just leave […]
Peter Lyle DeHaan, PhD I like to order online. Unfortunately, several of my recent e-purchase experiences have fallen short of expectations—providing valuable lessons in the process. The first occurred when ordering a box of books. Upon receiving the email confirmation, I noticed that I had inadvertently ordered forty copies of a different book with an […]
Peter Lyle DeHaan, PhD We, at Connections Magazine, wish you a safe, healthy, and prosperous 2009. Thank you for all your support, encouragement, and appreciation in 2008. We will work to keep that momentum going, continuing to serve you as we roll into 2009. Have a Happy New Year!
By Peter Lyle DeHaan, PhD In the most recent U.S. presidential election, both major party candidates were claiming to be the true agents for change. Whenever I hear a politician spouting change rhetoric, I am immediately cynical. My initial reaction is that they are disingenuously saying what they need to in order for people to […]
Peter Lyle DeHaan, PhD If it’s your job to obtain clients for your call center, I have a secret technique to increase your closing ratio and success rate: check your email. Seriously. I suspect that there’s a better than even chance that you are missing leads, spurning prospects, and losing sales – all because of […]