Are You a Call Center or a Contact Center?
Consider the implications of the call center versus contact center debate By Peter Lyle DeHaan, PhD In Connections Magazine we use the terms call center … Read more
From the Publisher
The Failure of New Customer Discounts
Companies Focus on New Customer Acquisition and Then Encourage Customers to Leave in Two Years By Peter Lyle DeHaan, PhD My family just completed our … Read more
Chatbots Should Learn from the Errors of IVR
Chatbots could follow the path of IVR, a once-promising technology that earned customer ire through poor implementation By Peter Lyle DeHaan, PhD I don’t often … Read more
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
The Call Center Can Save Healthcare
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
Customer Disservice
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
Will Customer Service Chatbots Ruin the Contact Center?
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
Great Customer Experience Starts with Customer Service Essentials
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
A Failure to Serve
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