Call Recording in Your Call Center
By Peter Lyle DeHaan, Ph.D. Once thought of as a call center luxury, call recordings (also known as voice loggers) were used exclusively to document … Read more
By Peter Lyle DeHaan, Ph.D. Once thought of as a call center luxury, call recordings (also known as voice loggers) were used exclusively to document … Read more
By Peter Lyle DeHaan, Ph.D. Does your call center make the caller or patient a priority? I expect that it does. In fact, I suspect … Read more
By Peter Lyle DeHaan, Ph.D. I am a bit of a movie buff. Among my more arcane interests is a fixation with memorable, unique, or … Read more
By Peter Lyle DeHaan, Ph.D. What is your self-service strategy? Is it in-place and fully functional? Perhaps it’s moving forward, slowly but surely. Conversely, you … Read more
By Peter Lyle DeHaan, Ph.D. With the United States’ fall elections behind us, I am now recovering from the inundation of all messages political. From … Read more
By Peter Lyle DeHaan, Ph.D. Years ago, as a first-time manager, I was green and had much to learn. I walked down the hall with … Read more
By Peter Lyle DeHaan, Ph.D. Based on the title of this article, StarTrek fans may be anticipating an enlightened discourse on Seven of Nine’s unremitting … Read more
By Peter Lyle DeHaan, Ph.D. It was a lazy summer afternoon, a Friday. Things were a bit slow at the office and upper management had … Read more
By Peter Lyle DeHaan, Ph.D. I first heard about the Net over 25 years ago from one of my college buddies. He landed a job … Read more
By Peter Lyle DeHaan, Ph.D. Growing up, I heard a radio commercial with the tag line, “Service sold it.” Even as a young child I … Read more