Peter Lyle DeHaan

Finish Strong By Peter Lyle DeHaan, Ph.D. Is seems that 2016 is flying by. Before we know it, we’ll be turning our calendars over to … Read more

How to Provide Quality Service By Peter Lyle DeHaan, Ph.D. Growing up, I heard a radio commercial with the tag line, “Service sold it.” Even … Read more

Set Realistic Expectations for Your Call Center By Peter Lyle DeHaan, PhD I’m a planner. I can’t help it. The problem is that things seldom … Read more

What I Learned From Sneezing By Peter Lyle DeHaan, PhD With allergy season upon us, I recall when I realized I sneezed just like my … Read more

Does Your Call Center Have a Fast-Food Hiring Mentality? By Peter Lyle DeHaan, PhD When I worked as a consultant, one healthcare call center client’s … Read more

Implementing Change in Your Call Center By Peter Lyle DeHaan, PhD With the new year often comes change. The first step to establish a change-oriented … Read more

Increase Your Call Center’s Internal Visibility By Peter Lyle DeHaan, PhD Does upper management consider your healthcare call center a profit center or a cost … Read more

Attitude Is Key By Peter Lyle DeHaan, PhD Standing groggy-eyed in a fast-food restaurant, contemplating my breakfast options, the positive, friendly demeanor of the girl … Read more

My Optometrist Ordeal By Peter Lyle DeHaan, PhD Being farsighted and using a computer all day makes glasses a necessity. Imagine my dismay while cleaning … Read more

Is Universal Call Distribution the Answer? By Peter Lyle DeHaan, PhD I’ll admit it; I’m an idealist. I think life should be fair; everyone deserves … Read more