Make an Informed Decision about Implementing AI By Peter Lyle DeHaan, PhD You’re no doubt tired of hearing about artificial intelligence (AI). You probably also realize that AI is not another trend that will disappear and fade into history. Call center AI is a persistent technology that’s here to stay. Everyone, it seems, has an […]
Consider the Pros and Cons By Peter Lyle DeHaan, PhD Call centers were once centralized operations that functioned at a singular facility. Yet, thanks to today’s technology, they no longer need to be constrained to one location. This means that today’s call center can function as a distributed enterprise, with some agents working from a […]
Apply Your Experiences of the Past Year to Chart Your Future Course By Peter Lyle DeHaan, PhD Throughout my career, at both the businesses I’ve managed and the ones I’ve owned, I’ve sought incremental improvements, making small ongoing tweaks on a regular basis. By fine-tuning processes and paradigms over time, I made the operation better […]
Should We Embrace Technology in Our Medical Contact Centers or Fear It? By Peter Lyle DeHaan, PhD Throughout the history of the call center industry we’ve looked for ways to help our agents be more effective. In the pre-computer days this often meant physical solutions and electromechanical devices that allowed staff to answer calls faster, […]