Real World Customer Service Stories to Inform Your Practices By Peter Lyle DeHaan, PhD For over twenty years I’ve written a “From the Publisher” column in each issue of Connections Magazine. For many years that meant six columns a year, although it initially was four and at one time it ballooned up to ten, but […]
Category: Call Center
Call center articles by Peter Lyle DeHaan, PhD
Discover Why Every Call Center Should Move Toward Having a Remote Staff By Peter Lyle DeHaan, PhD Many businesses struggle to find entry-level employees. This includes the call center industry. Though the technology to allow for remote work has existed for a long time—and continues to get better—some call centers are reluctant to embrace the […]
Three Decades of Valuable Industry Content Available at No Charge By Peter Lyle DeHaan, PhD Every article that appeared in Connections Magazine for the past twenty years is available online, as well as most of the articles that occurred in the eight years prior to that, starting with Volume 1, Number 1 in July 1993. […]
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Welcome to Connections Magazine 3.0
Read Connections Magazine Anywhere You Have Internet Access By Peter Lyle DeHaan, PhD As announced last year, the January 2021 issue of Connections Magazine marks an exciting turning point for us. Following a long-standing industry trend, Connections Magazine is now exclusively an online e-publication. We’ve gone all digital. This means you can access all our […]
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Introducing Connections Magazine 3.0
Discover What’s Next for Connections Magazine By Peter Lyle DeHaan, PhD Over its twenty-eight-year history, Connections Magazine has seen many industry changes, with technological innovation leading the way. For industry veterans, recall what your call center looked like three decades ago. It was a vastly different operation from what you have today. We’ve also seen […]
Working from Home Is the Ideal Solution to Keep Employees Safe and Healthy By Peter Lyle DeHaan, PhD We never know what the future will hold, but we do know that what lies ahead will most assuredly be quite different from what last year held. As you grapple with staffing issues for your call center […]
Decisions We Make Today Can Better Prepare Us for Tomorrow By Peter Lyle DeHaan, PhD As writers pitched their article ideas for this issue of Connections Magazine, everyone, it seemed, wanted to talk about coronavirus and Covid-19. While I want the content of this magazine to address relevant, real-world situations, I also didn’t want to […]
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Coronavirus Communication
Seek Balance in Your Customer-Facing Messaging By Peter Lyle DeHaan, PhD It seems cliché to say it, but we live in an unprecedented time. We don’t have a roadmap on how to navigate this crisis we’re in. Responses to this pandemic vary, with some overreacting and others being dismissive. We need balance in our response, […]
You Can’t Schedule for the Unexpected, but That’s No Excuse to Be Unprepared By Peter Lyle DeHaan, PhD Traffic at many call centers fluctuates with the weather, affecting some centers more so than others. Of course, non-weather-related events can also impact call traffic. This includes natural disasters, pandemics, riots, the threat of violence, media-produced frenzies—and […]
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The Power of Print
Printed Words Offer Many Benefits over Their Electronic Counterparts By Peter Lyle DeHaan, PhD In addition to writing a lot, I also read a lot. I read both print and e-book formats. I have a Kindle loaded with content, and I also read on my phone. At one point, I read mostly e-books, but over […]