Service Sold It
By Peter Lyle DeHaan, PhD Growing up I remember a commercial on the radio with the tag line, “Service sold it.” Even as a young … Read more
From the Publisher
Al Gore and the Internet
By Peter Lyle DeHaan, PhD When I write, there is often a fact that needs to be verified or supporting material to be gathered. My … Read more
A Matter of Perspective
By Peter Lyle DeHaan, PhD As the publisher of a trade magazine, I frequently travel to conventions and industry shows. And as a consultant, I … Read more
A Conscious Decision
By Peter Lyle DeHaan, PhD January/February 2004 It was 5:45 am. My family and I were in a hotel room in Alpena Michigan; we were … Read more
The McDonalds’ Factor
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 … Read more
Dude, I’m Getting a Dell
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 … Read more
Using The Internet To Enhance Your Call Center
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 … Read more
Working Without a Net
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 … Read more
Implementing Remote Agent Stations
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 … Read more
What I Learned on My Summer Vacation
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 … Read more