Call center articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, PhD I recently had the privilege of attending the 2007 ATA Convention & Expo. Although my primary purpose was playing the role of photojournalist, documenting the conference in pictorial form, I also had an opportunity to hear dozens of call center experts and industry thought leaders, as well as interact with […]
By Peter Lyle DeHaan, PhD When my daughter comes to visit, there are certain father-daughter activities that we enjoy. One them is going on walks. Unfortunately, I had been finding it necessary to forego that particular pursuit, not due to a lack of interest, but rather because of the likelihood that blisters would be a […]
By Peter Lyle DeHaan, PhD Perhaps you have noticed that Connections Magazine has been publishing more and more press releases, announcements, and articles that highlight call center achievement and excellence – and I couldn’t be more pleased. This increase in coverage isn’t a result of a policy change or a new direction for the magazine, […]
By Peter Lyle DeHaan, PhD Have you heard about the onslaught of Do Not Market laws proposed at the local, state, and federal level? You haven’t? Well, there is good reason that this pending legislation has caught you unawares. The fact is that it doesn’t exist – per se. However, in reality there is a […]
By Peter Lyle DeHaan, PhD Over the years, I have gone to countless conventions, trade shows, expos, and conferences. Sometimes I am there to make a presentation, others times to be an exhibitor, recently as a reporter and photographer, and at still other times I am there as an attendee. Typically, I fill more than […]
By Peter Lyle DeHaan, PhD About six years ago, I made a presentation at a trade show about CRM (Customer Relationship Management). When I was asked to speak at this event, the choice of topic was left to my discretion. At the time, CRM was the new buzzword. Because I was unsure about what CRM […]
By Peter Lyle DeHaan, PhD What will your agents say to make a sale? The answer might surprise you. I recently had two telephone sales experiences that didn’t turn out as I expected. The first related to changing satellite TV providers. An abrupt network lineup change left my family without their two favorite shows. In […]
By Peter Lyle DeHaan, PhD Working in a call center is challenging and demanding work. Owning and running one is even harder. Daily activity seems, all too often, to consist of reacting to the urgency of the moment. There is little time to plan and few opportunities to look beyond the confines of the call […]
By Peter Lyle DeHaan, PhD “My labor percentage is down to 28%,” boasts the owner of a mid-sized call center. “Have you ever heard of anyone lower?” he continues, as though seeking affirmation. “Twenty-eight percent!” I exclaim. “So, it’s good?” he probes, still seeking validation. I carefully consider my response. “No, it’s terrible!” I pronounce. […]
By Peter Lyle DeHaan, PhD In every industry, there exists a Standard Operating Procedure, or SOP. This SOP is a collective compilation of what has been known, proven, and verified to work over time. It is the prevailing wisdom of how things should be done and how things are done for that industry. This is […]