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
From the Publisher
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
Agent Headsets
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 … Read more
A $175 Oil Change
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 … Read more
Outsourcing Options
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. … Read more
A Little Help From My Friends
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 … Read more
How Can I Get More Sales?
By Peter Lyle DeHaan, PhD Almost every day, someone asks me, “How can I get more sales?” In fact, for my clients and prospects, increasing … Read more
Language Interpretation
By Peter Lyle DeHaan, PhD As the economy becomes more global and society becomes more ethnically diverse, differences in language become more pronounced. In some … Read more
Reputation, Referrals, and Credentials
By Peter Lyle DeHaan, PhD About three years ago, I started to sense that it was time for a career change. Work wasn’t fun any … Read more
The Truth About College
By Peter Lyle DeHaan, PhD It amuses me to tell people that I went to college for 26 years. Their reactions vary from shock to … Read more