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 […]
Be Intentional About What You Do So You Can Do It Better and Faster By Peter Lyle DeHaan, PhD Running a telephone answering service is a labor-intensive endeavor. It takes staff to offer the personal service your clients expect. And staffing costs money, emerging as your greatest expense. It may be tempting to automate your […]
Don’t Let the Day-to-Day Pressures of Running Your TAS Push Aside What Matters More By Peter Lyle DeHaan, PhD Running a telephone answering service is a challenging proposition. It seems there’s always too much to do and not enough time to do it. Therefore, it’s understandable when the day ends before you complete your to-do-list. […]
Top Metrics for Evaluating Performance and Efficacy By Peter Lyle DeHaan, PhD Call centers have been around for decades, and the industry has an established set of proven metrics to measure overall performance and outcomes. Let’s take a moment to review some of these top call center metrics to use in measuring success. Then consider […]
A Decentralized Call Center Is an Oxymoron By Peter Lyle DeHaan, PhD In the early days of our industry, the label call center fit perfectly. We handled calls from a central location. This was necessitated by the platform we used, which we installed in our office. It consisted of physical hardware to switch calls and […]
Connect with Critical Groups Who Often Go Overlooked By Peter Lyle DeHaan, Ph.D. As we wrap up our five-part series, Integrate Your Call Center, our fourth consideration is stakeholder integration. (If you want to review, the other three are Integrate Your Call Center Staff, Integrate Your Call Center Tools, and Integrate with Your Organization.) When […]
Don’t Stay in Your Silo or Function in Isolation By Peter Lyle DeHaan, Ph.D. I once needed to call a company in the healthcare sector. With their call center I encountered long wait times, surly representatives, and little help in resolving my dilemma. I made many unsuccessful phone calls. At last, one rep transferred me […]
Examine the Benefits and Disadvantages of Video Calling By Peter Lyle DeHaan, PhD For years, some call center managers have looked forward to having video capability in their call centers. Others weren’t so open to video calls. And most agents have opposed it as well. Yet the past few years have prepared us, even conditioned […]
Tips to Finding Qualified Staff for Your Telephone Answering Service By Peter Lyle DeHaan, PhD Finding qualified staff for telephone answering services has always been challenging, but it may be more of a struggle now than ever before. Interestingly, we can gain insights from the food services industry. Before you dismiss the idea, consider that […]
3 Responses to Using AI to Serve Customers By Peter Lyle DeHaan, Ph.D. Predictions about the emergence of artificial intelligence (AI) have been with us for decades. But until recently they only showed up in science fiction books and movies—usually with dire results. Such is the basis for good fiction. Yet in recent months, advances […]