Call center articles by Peter Lyle DeHaan, PhD
Hire The Right Staff to Achieve Optimal Outcomes By Peter Lyle DeHaan, PhD Call center success hinges on your agents. The right agents produce the best results. This starts with hiring. Here are five essential agent skills to screen for in the interview process. 1. Clear Speech The first essential agent skill is that they […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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, […]