Call Center Reality and Public Perception
By Peter Lyle DeHaan, PhD I’ve been in many situations lately where people ask me what I do for a living. It’s a query I … Read more
By Peter Lyle DeHaan, PhD I’ve been in many situations lately where people ask me what I do for a living. It’s a query I … Read more
By Peter Lyle DeHaan, PhD The call center has had its share of detractors over the years, from businesses that dismissed it as an unnecessary … Read more
A literal implementation of omnichannel makes no sense and would not be cost-effective By Peter Lyle DeHaan, PhD When a new technology emerges it sometimes … Read more
Too many poorly implemented surveys have conditioned people to disregard them. By Peter Lyle DeHaan, PhD Organizations of all types know the importance of receiving … Read more
By Peter Lyle DeHaan, PhD For the past five years, Connections Magazine has taken one issue each year to focus on healthcare, be it telehealth, … Read more
By Peter Lyle DeHaan, PhD My wife ordered a coat online from a well-known regional chain for a Christmas present. She has a history of … Read more
By Peter Lyle DeHaan, PhD After our basement flooded and the insurance company said, “Sorry, you’re not covered,” I knew it was time to find … Read more
By Peter Lyle DeHaan, PhD I recently received an email from my friend Nancy Friedman, the Telephone Doctor. For several years Nancy had a regular … Read more
By Peter Lyle DeHaan, PhD It doesn’t matter if a call is answered in a modern contact center or by one person in a small, … Read more
By Peter Lyle DeHaan, PhD The last few days have been challenging at the DeHaan household. Too much rain in too short of a time … Read more