Predicting the Future
By Peter Lyle DeHaan, Ph.D. It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. … Read more
By Peter Lyle DeHaan, Ph.D. It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. … Read more
By Peter Lyle DeHaan, Ph.D. Your call center may be an in-house operation or an outsourcer processing calls and contacts for other organizations. If you … Read more
By Peter Lyle DeHaan, PhD You say and believe that your call center is good, but can you prove it? What you need is a … Read more
By Peter Lyle DeHaan, Ph.D. Benchmarking is the comparison of your call center with statistical results from the norm of industry peers. These numeric measurements … Read more
By Peter Lyle DeHaan, Ph.D. [As Peter takes a short vacation this summer, he reprises an article about a prior year’s vacation. Even though it … Read more
By Peter Lyle DeHaan, Ph.D. Telephone answering services are by definition a subset of the call center industry. However, while the greater call center industry … Read more
By Peter Lyle DeHaan, Ph.D. The first annual Reach for the Stars Pediatric Telehealth Conference was held April 30 through May 1 in Bloomington, MN. … Read more
By Peter Lyle DeHaan, Ph.D. AnswerStat magazine (AS): Joe, you own and operate Mediconnect, a telephone answering service for the healthcare industry. How did you … Read more
By Peter Lyle DeHaan, Ph.D. It’s only been a few years that I have been following the sport of hockey. Before that, a myriad of … Read more
By Peter Lyle DeHaan, Ph.D. PBXs (and ACDs) are generally configured with an attendant console. Though a console can take on different forms and appearances, … Read more