7 Tips to Conduct Engaging Customer Surveys
Incorporate Best Practices into Your Customer Survey Process By Peter Lyle DeHaan, Ph.D. Do you survey your customers or clients? Should you do customer surveys? … Read more
From the Publisher
Developing Your Callback Strategy
Design a Callback Strategy That Works for You and Your Callers By Peter Lyle DeHaan, Ph.D. Though not every caller will use it, many appreciate … Read more
Is Your Management Style Hurting Your Call Center?
After Doing All You Can on the Hiring Side, Turn Your Attention to Retention By Peter Lyle DeHaan, Ph.D. A college friend recently shared his … Read more
Call Center Work-at-Home Opportunities
The Benefits of Home-Based Telephone Agents By Peter Lyle DeHaan, Ph.D. In the past few years, we’ve seen an unprecedented move to pursue work-at-home opportunities … Read more
Look Forward to Embrace the New Year
Seek to Control Whatever You Can to Produce Optimum Outcomes By Peter Lyle DeHaan, Ph.D. The last two years have been rough. And I’m ready … Read more
Dealing with Staff Shortages
Tips to Achieve a Full Schedule for Your Call Center By Peter Lyle DeHaan, Ph.D. For years many call centers have faced an ongoing challenge … Read more
Call Center Innovation Provides Fresh Opportunities
Develop a mindset of ongoing change to produce meaningful results By Peter Lyle DeHaan, Ph.D. Most call center owners and managers want to see innovation … Read more
Create Sticky Customer Service in Your Call Center
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 … Read more
The Benefits of Home-Based Call Center Agents
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 … Read more
A Vast Repository of Call Center Industry Articles
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 … Read more