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:

Business Cycles

Want More Sales?  Check Your Email

Mobile Marketing Opportunities

Don't Make Me Have To Get Mad

The 2008 ATA Convention and Expo

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.)

To read other articles written by Peter DeHaan, go to From The Publisher or check out his blog at blog.peterdehaan.com.  In addition to publishing Connections Magazine and AnswerStat magazine (for hospital and medical related call centers), Peter also publishes several related websites, including MyArticleArchive.com.  He may be reached at 616-284-1305, dehaan@connectionsmagazine.com or www.PeterDeHaan.com.