Call center articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, Ph.D I’ve never met anyone who felt they were over paid. Occasionally someone will privately admit to being adequately compensated, but most people are quick to assert that their pay is not reflective of the work they do or their value to their organization. This is especially true with call center […]
By Peter Lyle DeHaan, PhD From a business standpoint, I have long been impressed by Michael Dell who started assembling PCs in his college dorm room and parlayed his talent into the multi-billion dollar Dell Computer. Dell is legendary for their low-cost computers, resulting from efficient and innovative manufacturing processes. Plus, the idea of custom […]
By Peter Lyle DeHaan, PhD By leaps and bounds, the ubiquitous Internet is becoming more pervasive and accepted, even expected, in our daily lives and the world around us. While some call centers strive to be innovators on the leading edge of this societal evolution, most are content to follow the lead and experience of […]
By Peter Lyle DeHaan, PhD I first heard about the ‘Net over 20 years ago from one of my electronic school buddies. He landed a job with a computer mainframe manufacturer and was assigned to work at a university. He regaled me with tales of instantaneously sending text messages across the country and doing so […]
By Peter Lyle DeHaan, PhD For years, starting when the teleservices industry was in its infancy, call center managers have likely wish that their staff could work from remote locations. The reasons for this vary, from tapping into a different labor market to providing a local presence and gaining greater efficiency by tying together multiple […]
By Peter Lyle DeHaan, PhD This fall, the thoughts of school age children everywhere are focused on returning to school. Some approach the new school year with dread and trepidation, a few with excitement and high expectation, and others with inevitable acquiescence and acceptance. Regardless of their personal perspective, many will be faced with the […]
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 […]
By Peter Lyle DeHaan, PhD A few years ago I bought a new car. Although it wasn’t my practice to take my cars to their respective dealers for maintenance, a new car changed that habit. After all, there was warranty work to be considered and their coupons for low cost oil changes were enticing. I […]
By Peter Lyle DeHaan, PhD Most readers of Connections Magazine are outsourcing service providers, offering an array of telephone-related and contact services to their clients. Just as organizations, businesses, and individuals can outsource call processing to telemessaging and teleservice companies, these call centers can in turn outsource certain aspects of their business to other companies. […]
By Peter Lyle DeHaan, PhD “You need a hobby,” my wife exclaimed in exasperation. I don’t recall the circumstances, but it is safe to assume that I was doing something she deemed a nuisance. Regardless of the cause of her frustration, her impromptu advice gave me pause. Yes, a pastime, a relaxing diversion, would be […]