Call center articles by Peter Lyle DeHaan, PhD
Key Strategies for Retaining Business and Preventing Defections Businesses focus on sales and marketing efforts to grow their operation and make a profit. But before they can accomplish these goals, they must first make enough sales to offset the business they’ve lost. To make this easier, wise leaders seek to first reduce customer churn. Yet […]
Make an Informed Decision about Implementing AI 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 immediate reaction to AI. You […]
Hire The Right Staff to Achieve Optimal Outcomes 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 can speak clearly. This includes […]
Consider the Pros and Cons 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 centralized office and others working […]
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 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 is born with the ability […]
Technology May Save Money but Human Agents Make the Difference 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 of customer service as we […]
We Should Embrace AI as a Useful Toolset and Not Fear It 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 here. Even if you haven’t […]
Incorporate Best Practices into Your Customer Survey Process 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 on the survey continuum, don’t […]
Admit Your Service Faults Instead of Blaming the Pandemic 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 lingering on. Regardless, it’s impacted […]