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
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
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
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
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
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
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
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
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 … Read more