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Call Center

Exploring Virtual Call Centers

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 […]

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Call Center

5 Tips to Create a Positive Call Center Work Environment

Care for Your Staff and They’re More Likely to Care for You and Your Callers Staffing a call center is hard. Keeping it staffed is getting harder. With finding new staff becoming increasingly challenging, retaining existing staff is even more critical. Here are five tips to create a positive call center work environment and boost […]

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Call Center

5 Tips for Agent Customer Service Success

Master the Art of Effective Call Center Communication By Peter Lyle DeHaan, PhD Some people think working in a call center is easy because they like to talk. But that doesn’t guarantee agent customer service success. Instead, successful agents need to work at it. Yes, this is easier for some than others, but no one […]

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Call Center

Don’t Forget the Human Touch

Technology May Save Money but Human Agents Make the Difference By Peter Lyle DeHaan, Ph.D. We’ve been hearing a lot about artificial intelligence (AI), and we’re going to hear a lot more about it. Some claim AI is the future of the call center industry, saving money and retaining business. Others fear it’s the end […]

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Call Center

Consider How Artificial Intelligence Can Help Us in the Call Center

We Should Embrace AI as a Useful Toolset and Not Fear It By Peter Lyle DeHaan, Ph.D. Artificial intelligence (AI) is not a fad that will soon go away. It’s a fundamental shift in how all businesses—and even every person—will function in the future. And though you may not yet realize it, that future is […]

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Call Center

7 Tips to Conduct Engaging Customer Surveys

Incorporate Best Practices into Your Customer Survey Process By Peter Lyle DeHaan, Ph.D. Do you survey your customers or clients? Should you do a customer survey? And if you already have a survey process in place, do the results meet your needs? Or should it be overhauled or even retired? Regardless of where you are […]

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Call Center

Avoid the Covid Excuse in Your Call Center

Admit Your Service Faults Instead of Blaming the Pandemic By Peter Lyle DeHaan, Ph.D. Different countries around the world and various areas within have had differing responses to the covid pandemic. For some it is but a memory—albeit a painful one. Others, however, are only now beginning to emerge from its grip, with its influence […]

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Call Center

Artificial Intelligence in the Call Center

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 […]

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Call Center

Developing Your Callback Strategy

Design a Callback Strategy That Works for You and Your Callers By Peter Lyle DeHaan, Ph.D. Though not every caller will use it, many appreciate the option to have you call them back instead of waiting on hold. As with any technology, your implementation of your callback strategy has probably evolved over time. If so, […]

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Call Center

Going Beyond the Call

Offer Call Backs and Customer Service Options By Peter Lyle DeHaan, Ph.D. In thinking about going beyond the call, you may assume this is an article about offering web chat, text messaging, and email response in addition to handling phone calls. Though I’m an advocate of these options, thereby turning your call center into a […]