Call Center Outsourcing Can Produce Significant Outcomes By Peter Lyle DeHaan, PhD As healthcare facilities evaluate their effectiveness and efficiencies, they scrutinize every area. One such consideration is the call center. At some point they often consider the benefits of outsourcing their call center work to a specialist company that focuses entirely on providing call […]
Make Customer Service a Distinguishing Factor for Your Organization By Peter Lyle DeHaan, Ph.D. Companies are increasingly offering chat services as a way for their customers and prospects to reach them. Not only is this an option that more and more people want to use, but many businesses find it’s a cost-effective customer service solution. […]
By Peter Lyle DeHaan, PhD In this column in the March issue, “Perceptions of Call Center Outsources,” I shared from a recent study conducted by ContactBabel, called The US Contact Center Operational Review. Billed as “the largest and most comprehensive study of all aspects of the US contact center industry,” this was their second edition […]
By Peter Lyle DeHaan, PhD There are many good things happening in the call center industry. Millions of people are employed in productive positions that benefit both commerce and the economy. These jobs are desirable nonmanufacturing positions and essentially nonpolluting, making them highly attractive to state and local governments’ job-creation efforts. Call center agents receive […]
By Peter Lyle DeHaan, PhD Since you are reading this column, it is highly likely that in some way or manner, you are in the call center industry. However, the question, “Are you in or out?” does not query your connection to the industry, but rather your participation within it. Those who operate call centers, […]
By Peter Lyle DeHaan, PhD Most readers of Connections Magazine are outsourcing service providers, offering an array of telephone-related and contact services to their clients. Just as organizations, businesses, and individuals can outsource call processing to telemessaging and teleservice companies, these call centers can in turn outsource certain aspects of their business to other companies. […]