Be Careful What You Say
People judge the company we represent on every single phone call By Peter Lyle DeHaan, PhD I once had a call center agent work for … Read more
People judge the company we represent on every single phone call By Peter Lyle DeHaan, PhD I once had a call center agent work for … Read more
With a shortage of practitioners and a downward push on costs, the call center is poised to come to the rescue By Peter Lyle DeHaan, … Read more
Sometimes a Call Center Is Its Own Worst Enemy By Peter Lyle DeHaan, PhD When call centers work as intended, they’re an amazing resource. They … Read more
By Peter Lyle DeHaan, PhD Bots, sometimes called chatbots, are applications used to automate responses to social media and online inquiries. The purpose of bots … Read more
By Peter Lyle DeHaan, PhD In the call center space, customer experience looms as the hot buzzword of our industry. But beyond all the talk, … Read more
By Peter Lyle DeHaan, PhD I often share customer service successes and failures in this column. Though my rants have a cathartic outcome for me, … Read more
By Peter Lyle DeHaan, PhD I wrapped up last year by buying a lot of products online—well, at least it was a lot by my … Read more
By Peter Lyle DeHaan, PhD I see more and more companies moving away from forced self-service to some degree of customer service. It matters not … Read more
By Peter Lyle DeHaan, PhD I’ve been in many situations lately where people ask me what I do for a living. It’s a query I … Read more