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Articles by Peter DeHaan for
eConnections Newsletter
 Peter
DeHaan is the Publisher of Connections Magazine and a regular
contributor to ATA's eConnections electronic newsletter. Here
are some of his recent columns:
Outbound Calling: It’s Not a Numbers Game
Political Calling
Its 3 AM – Do You Know Where Your Data Is?
The Jury Duty Phone Scam
Don’t Make it Harder Than
Needed for Agents
Does Anyone Really Like
Speech Recognition?
Tim Searcy Keynotes the ATSI
Convention and Expo
Your Call Center on
Autopilot
Matter of Choice
Channel Consistency
A View from the Summit
The Survey Says
Be Careful What You Measure
False Assumptions
A Shocking Experience
Dealing with Cancellations
Robo Calling
The Future is Bright
The Future of Automation
The Future of Offshoring
The Future of Staffing
The Future of Regulation
The Future of Outbound
Guilty Until Proven Innocent
How to Get the Most From the
ATA Convention
"One Moment Please, While I
Disconnect Your Call"
False Alarms and Other
Considerations
So, You're Being Acquired
Bombay Calling
Listen to Your Staff
Beware the EBR (Existing
Business Relationship)
A Lesson in Futility
A Contrast in Customer
Service Outcomes
Customer Service is a Strategy, Not a Slogan
Benchmarking Outcomes
The Incredible Shrinking
Call Center
What is Benchmarking?
The Write Stuff
Can You Prove It?
Call Center 101
The Netflix Advantage
Why the Masses are Right
about IVR
Anything for a Sale, part 2
Anything for a Sale, part 1
The Perfect Answer
The Politics of Calling
Outbound Calling: Past,
Present, and Future
(Read more
articles by Peter DeHaan.)
Peter DeHaan is
Publisher of Connections Magazine,
addressing the teleservices and outsourcing call center industry. At the
website you may read call center articles and whitepapers,
subscribe to the magazine, and read or download past issues. Also, check
out Peter's blog
and
outsourcing
call center newsfeed.
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to ATA Page || Read more
articles by Peter DeHaan
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