Beware the Time Bandits
By Peter Lyle DeHaan, Ph.D. In retail, the term shrinkage is euphemistically used to reference stock which “disappears” before it can be sold. In essence, … Read more
Peter Lyle DeHaan’s Vital Signs
The Power of a Compliment
By Peter Lyle DeHaan, Ph.D. In the years between high school graduation and my first real job, I took on a variety of part-time work … Read more
Watch Your Attitude
By Peter Lyle DeHaan, Ph.D. On a weekend trip a while ago, my wife and I found ourselves at the local McDonald’s for breakfast. “I’ll … Read more
Voice Mail Has Come a Long Way
By Peter Lyle DeHaan, Ph.D. Voicemail systems have come a long way during their 25-year history. When first introduced in the early 1980s, these systems … Read more
Are You Certifiable?
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. Regardless of … Read more
Appointment Scheduling and Reminders
By Peter Lyle DeHaan, Ph.D. For as long as call centers have been answering calls for doctors, there have been requests to handle appointments, be … Read more
A $175 Oil Change
By Peter Lyle DeHaan, Ph.D. A few years ago I bought a new car. Although it wasn’t my practice to take my cars to their … Read more
Voice Logging: A Call Center Necessity
By Peter Lyle DeHaan, Ph.D. Voice logging, that is the recording of calls in a call center, was once viewed by many as an optional … Read more
Remote Agent Stations
By Peter Lyle DeHaan, Ph.D. There are many benefits to having remote agents as part of your call center. Remote agents can either reside in … Read more
A Little Help From My Friends
By Peter Lyle DeHaan, Ph.D. “You need a hobby,” my wife exclaimed in exasperation. I don’t recall the circumstances, but it is safe to assume … Read more