Category: News

News from author Peter Lyle DeHaan, PhD

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New Book: Successful Author FAQs

Successful Author FAQs: Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words

Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words

Peter Lyle DeHaan’s latest book is Successful Author FAQs.

Do you have questions about writing? Publishing?

Veteran author, publisher, editor, and freelance writer, Peter Lyle DeHaan answers questions writers often ask.

In 15 topical chapters, tackling over 100 questions, Peter addresses finding time to write, publishing options, and platform considerations. He talks about marketing, blogging, the traditional vs indie publishing debate, and much more.

With over three decades of experience, career author Peter Lyle DeHaan has answers to questions writers commonly ask. He’ll help you move forward on your writing journey.

On this grand adventure:

  • Learn why you shouldn’t call yourself an aspiring writer.
  • Uncover tips to deal with rejection.
  • Expose writing advice that may not be true.
  • Discover how to self-edit, get feedback, and find an editor.
  • Determine if being a writer is worth the effort.

But there’s more. There are also loads of writing tips, submission pointers, and a publishing checklist.

Be inspired. Be informed. Be motivated to become the writer you’ve always dreamed of.

Don’t delay your writing journey any longer. Take the next step.

It’s time to start calling yourself a writer.

Read Successful Author FAQs to explore the art of writing and the business of publishing.

[Successful Author FAQs was first published in 2019 as The Successful Author. This new release contains updated text and additional sections.]

Learn more about writing and publishing in Peter’s book: Successful Author FAQs: Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words. Get your copy today.

Peter Lyle DeHaan is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book Successful Author FAQs for insider tips and insights.

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PhD Dissertation

Turning a Telephone Answering Service into a Call Center

Industry Research Now Available

WARNING: this book is a PhD dissertation (2000) and contains academic research.

It’s made available primarily to aid others who are conducting their own industry research. If this is what you seek, here’s an overview:

Turning a Telephone Answering Service into a Call Center - a PhD dissertation

The telephone answering service industry is maturing and undergoing rapid changes. In recent years, the traditional client has been vanishing, switching to alternative technologies, bypassing their answering service. Telephone answering services have reacted in various ways, such as mergers and acquisitions, pursuing niches, or expanding their businesses’ scope.

The conventional wisdom is that there will always be a need for the human interaction which an answering service provides. It further assumes that answering services will serve fewer clients and generate less revenue unless steps are taken to increase their reach or obtain non-traditional clients. Previous research has recommended becoming a call center to better tap and capitalize on the needs of an emerging non-traditional client base.

The findings of this research effort determined there were the essential elements which should be present for a telephone answering service to transition into a call center. Additionally, there were five items which are common industry dilemmas to be addressed. An inventory of significant call center characteristics was also developed. Most importantly, several areas of focus were advanced.

Author and blogger Peter Lyle DeHaan
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Master’s Thesis: The Telephone Answering Service Industry

Preparing for the Future

WARNING: this book is a master’s thesis (1998) and contains academic research.

It’s made available primarily to aid others who are conducting their own industry research. If this is what you seek, here’s an overview: 

The Telephone Answering Service Industry: Preparing for the Future

The telephone answering service industry is facing uncertainty due to misconceptions, rising costs, and company closures. This book presents extensive research on the industry, including a SWOT analysis and input from industry professionals. It identifies six core items for survival and success: flexibility, customer-focus, management skills, service quality, staffing practices, and employment attractiveness.

The book recommends conducting company-specific SWOT analyses and developing strategic plans, as well as increasing rates, improving sales and marketing efforts, and capitalizing on 24/7 staffing.

Readers must assess their specific circumstances to determine if these strategies are applicable. This book equips industry insiders with valuable insights and recommendations to shape the future of their businesses. By being proactive and prepared, the industry can overcome its challenges and flourish in the ever-changing telecommunications world.

Author and blogger Peter Lyle DeHaan
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Peter Lyle DeHaan Now on Substack

Prolific Author Expands Access

Author Peter Lyle DeHaan is now on Substack, an online resource that “lets independent writers and podcasters publish directly to their audience.”

“My website, PeterLyleDeHaan.com, will remain the hub of my online presence,” DeHaan said, “but Substack will be integral to support that effort and extend it even further.”

Though it looks like a social media platform, Substack is much more, which is why Peter decided to use it, while dismissing presences on other online destinations.

As part of Substack Peter has launched a new monthly digest of recent posts, which supporters can read online, through an RSS feed, or via email. It is available through a free subscription.

Many people use Substack and appreciate its ease of use, along with the lack of advertising in a more civil and safe online destination.

“I am so excited about Substack and the potential it offers to effectively connect with more people.” Peter said.

Find Peter at peterlyledehaan.substack.com to access his monthly updates.

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Peter Lyle DeHaan Interviewed about Self-Publishing

Peter Lyle DeHaan interviewed about self publishing

YouTube Channel Features Veteran Author

Peter Lyle DeHaan was interviewed on the Self-Publish Your Books with Confidence YouTube channel by Taryn Nergaard, owner and creative director of Typewriter Creative Co., posted on May 25, 2023. The video is titled “How I Self-Published: Peter DeHaan.”

DeHaan has indie published (also known as self-publishing) over thirty books in the past five years, with no signs of letting up. “I am excited to give back to the author community by sharing what I’ve learned on my writing and publishing journey. I hope that others can learn from me and avoid some of my missteps,” DeHaan said.

“I firmly believe there’s never been a better time to be an indie-published author. We have more tools, resources, and opportunities than ever before. For me, self-publishing is the way to go.”

DeHaan writes nonfiction books for the general market under Peter Lyle DeHaan and books for the Christian market under Peter DeHaan. “I’ve also written several fiction titles in the YA genre, which I plan to begin publishing in 2024,” DeHaan added.

A prolific author, DeHaan has published hundreds of articles and thousands of blog posts during his decades-long career.

Peter Lyle DeHaan, PhD, is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his career. Common themes at every turn have included sales and marketing, customer service, and leadership and management. He shares his lifetime of business experience and personal insights through his books, articles, and blogs to encourage, inspire, and occasionally entertain.

Learn more about writing and publishing in Peter’s book: Successful Author FAQs: Discover the Art of Writing, the Business of Publishing, and the Joy of Wielding Words. Get your copy today.

Peter Lyle DeHaan is an author, blogger, and publisher with over 30 years of writing and publishing experience. Check out his book Successful Author FAQs for insider tips and insights.

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Sticky Sales and Marketing

Sticky Sales and Marketing: Produce Positive Long-Term Results and Relationships

Peter Lyle DeHaan’s Latest Book

Peter Lyle DeHaan’s newest book is Sticky Sales and Marketing. It is book two in the anticipated Sticky series.

Sticky Sales and Marketing, by Peter Lyle DeHaan, PhD

In Sticky Sales and Marketing, Peter Lyle DeHaan, PhD breaks down sales and marketing strategies in a coherent story-driven process and highlights what works and what doesn’t. Through personal stories and eye-opening insights, he shares how businesses and organizations can promote their products and services more effectively for long-term growth.

Strategically grouped in four parts, Sticky Sales and Marketing takes a holistic look at sales management, sales tips, marketing management, and marketing tactics.

In Sticky Sales and Marketing, you’ll learn how to:

  • Close more sales and gain repeat clients.
  • Understand the keys to a high-producing sales team.
  • Know what marketing channels will work best for you.
  • Apply marketing tactics proven to work.
  • Feel confident in your sales and marketing ability.

Let the Sticky Sales and Marketing book show you how to pursue sales and marketing with more confidence and greater success.

Get your copy today!

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Startel Interviews Peter DeHaan

Earlier this year Vince Vitale, marketing director at Startel, interviewed Peter Lyle DeHaan about the future of the call center industry and learned about his best content marketing tips.

The result is a two-part series.

The first piece, titled “Peter Lyle DeHaan: Contact Center Futurist,” appeared online in March this year. In it, DeHaan looked at the industry’s past to get a feeling for where it’s headed. “I see a bright future for the industry, limited only by our imagination and creativity,” said DeHaan.

His advice to get there is to “Invest in people, for frontline staff is our essential difference and our future distinction. Then support them with the best technology tools possible.”

The second piece, titled “9 Contact Center Writing Tips for Content Writers from the Guy Who Literally Wrote the Book on the Call Center Industry” addresses promotion opportunities for call centers and telephone answering services. DeHaan’s mission is to “change the world one word at a time.”

He warns against posting content on social media which limits what your audience sees and can summarily shut you down at any moment, for any reason. Therefore, post on your website, which you own and control.

“Once you have a professional looking and visitor-friendly website, consider content marketing for engaging prospects and for search engine optimization (SEO),” added DeHaan. Yet he noted that “Writing is easy. Writing well is hard. It requires practice.”

Call centers can produce content internally. Their staff knows the industry but may struggle with writing. Or they can outsource the writing part, but those experts may struggle with understanding the industry. It’s a difficult balance to achieve.

Regardless, “Start by producing quality content with a visitor-first perspective. Don’t write for search engines because they can’t make a buying decision. Only after you’ve written it should you factor into the piece good SEO practices.”

With a lifetime of relevant experience, Peter Lyle DeHaan has written extensively about the call center industry. He owns and publishes Connections Magazine, along with launching and publishing AnswerStat, TAS Trader, and Medical Call Center News.

Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success

His industry related books include Healthcare Call Center Essentials, Sticky Customer Service, and How To Start a Telephone Answering Service.

His next book, Sticky Sales and Marketing, is due out later this year.

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Peter Lyle DeHaan Releases Healthcare Call Center Book

Healthcare call center book: Healthcare Call Center Essential

Peter Lyle DeHaan, founder and publisher of AnswerStat, announced the publication of his latest book, Healthcare Call Center Essentials, on June 6, 2022.

“In a very real sense, this book has been two decades in the making,” said DeHaan, “It started when I launched AnswerStat magazine in 2003. I’ve taken what I’ve learned about medical contact centers since then and combined it with a lifetime of call center experience to produce this book.”

In addition to writing and publishing magazines and books about the call center industry, DeHaan’s lifetime of experience includes managing a multi-location call center, employment with a call center vendor, and consultant for healthcare call centers, medical answering services, and telephone answering providers.

Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success

The result is the book Healthcare Call Center Essentials.

Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help readers create a thriving contact center that meets the urgent needs of both patients and the medical community.

In it, you can discover how to better manage your team and support achievable strategies to meet goals and support patients and healthcare centers. By implementing the strategies and tips in Healthcare Call Center Essentials, you can improve your daily systems and perfect your contact center operation.

Healthcare Call Center Essentials is available in e-book, paperback, and hardcover.

Peter Lyle DeHaan is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his career. Recurring themes included customer service, sales and marketing, and leadership and management.

He shares his lifetime of business experience and personal insights through his books and posts.

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Peter Lyle DeHaan News

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Sticky Customer Service

Do you lose customers about as fast as you gain them?

It doesn’t have to be that way. The Sticky Customer Service book will show you how.

Sticky Customer Service, by Peter Lyle DeHaan, PhD

Customer service isn’t a once-and-done effort. It takes ongoing work to truly meet your customers’ expectations. In Sticky Customer Service, unearth practical, action-oriented insights to help you turn customer service from an embarrassing weakness into a business strength.

Author Peter Lyle DeHaan's book Sticky Customer Service

With over three decades of business and entrepreneurial experience, Peter Lyle DeHaan, PhD, offers his prescriptions to serve customers better and stop driving them away.

You’ll discover:

  • The three key areas where customer service occurs and why they must work together.
  • How to avoid common errors that too many business’s make.
  • Why delighting customers is not the best approach and sets up future failure.

Based on a lifetime of real-world examples, the Sticky Customer Service book reveals customer service gone wrong and customer service done well.

Customer service is not a set-it-and-forget-it initiative. Never lose sight of this. Sticky Customer Service will keep you moving forward and on track.

Uncover helpful customer service tips through this compelling read, encouraging you to do better and celebrating what you do best. Learn how to meet your customers’ expectations every chance you get.

Read more in Peter’s Sticky Series books, including Sticky Sales and Marketing and Sticky Customer Service featuring his compelling story-driven insights and tips.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry. Read his latest book, Healthcare Call Center Essentials.