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 […]
Category: Call Center
Call center articles by Peter Lyle DeHaan, PhD
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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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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 […]
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Make Chat Availability a Priority
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. […]
After Doing All You Can on the Hiring Side, Turn Your Attention to Retention By Peter Lyle DeHaan, Ph.D. A college friend recently shared his experience working at his part-time job. Several of his coworkers had quit, and he planned to do so as well. His departure would move his employer from drastically short-staffed to […]
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Embrace SaaS Flexibility
Tap Internet Provided Services to Maximize Outcomes By Peter Lyle DeHaan, Ph.D. SaaS (Software as a Service) is a subscription service that provides software solutions from a centrally located host. It also goes by other names, with some vendors making distinctions between various offerings. For our purposes, however, we’ll look at the concept generically. SaaS […]
The Benefits of Home-Based Telephone Agents By Peter Lyle DeHaan, Ph.D. In the past few years, we’ve seen an unprecedented move to pursue work-at-home opportunities in call centers. Granted, a few operations were already there. And some outright reject home-based staff as an option. But others have embraced a distributed workforce as a new way […]
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Look Forward To Embrace The New Year
Seek to Control Whatever You Can to Produce Optimum Outcomes By Peter Lyle DeHaan, Ph.D. The last two years have been rough. And I’m ready to embrace the new year. Though I hate to tap the too-often-stated label of unprecedented, it’s an apt description of what we’ve been through. Just as individuals have suffered, so […]
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Dealing With Staff Shortages
Tips to Achieve a Full Schedule for Your Call Center By Peter Lyle DeHaan, Ph.D. For years many call centers have faced an ongoing challenge to fully staff their operation. But over the last year and a half this quest has become even more difficult, with an increased number of people opting to stay home […]
Develop a Mindset of Ongoing Change to Produce Meaningful Results By Peter Lyle DeHaan, Ph.D. Most call center owners and managers want to see innovation in their call center. They yearn for leading-edge solutions that will promote quality and drive client loyalty. These are lofty goals. And they are also equally hard to realize. In […]