Call Center Connections

Keys to Produce Successful Customer Service Outcomes

Peter Lyle DeHaan

• Publisher: Rock Rooster Books
• Year: 2024
• Print ISBN:
  9798888090824
• eBook ISBN:
  9798888090817
• Topic: Business
• Subtopic: Business Communication
• Index: Business

Running a call center is hard. But it can also be rewarding. 

Tip the balance in your favor with Call Center Connections to discover the keys to produce successful customer service outcomes. 

Experience a thriving center operation and become a leader in customer service with Call Center Connections. 

Benefits: 

- Boost staff morale and appreciation 

- Create a positive customer experience 

- Improve leadership skills and strategies  

What's inside:

- Learn how to find the perfect call center manager 

- Explore the benefits of using home-based agents 

- Discover the impact of artificial intelligence on call centers 

Written by call center veteran and publisher of Connections Magazine, Peter Lyle DeHaan, PhD, this book offers practical insights and tips from his extensive industry experience. 

Discover: 

- How your management style may be hurting your call center 

- An easy way to determine agent starting pay 

- Ways to enhance the customer experience 

- Five tips for agent customer service success 

- How to optimize your call center for better outcomes  

Don't miss out on the opportunity to improve your call center operations and exceed customer expectations. 

Get your copy of Call Center Connections today.

Table of contents

• Cover
• Title Page
• Copyright
• Dedication
• Series by Peter Lyle DeHaan
• Contents
• Are You in or Out?
• OPERATIONS AND MANAGEMENT
• Answering the Call Is Just the First Step
• Is Your Management Style Hurting Your Call Center?
• Responding to Call Traffic Fluctuations
• The Importance of Channel Consistency
• Call Center Shrinkage
• The Fast-Food Factor
• We Can Do That
• Do You Survey Your Callers?
• Seven Tips to Conduct Engaging Customer Surveys
• How to Combat Survey Fatigue
• STAFFING
• A Positive Attitude
• The Art of Finding a Call Center Manager
• Be Nice
• Be Careful What You Say
• Don’t Make Extra Work for Your Agents
• Work-At-Home Opportunities
• The Benefits of Home-Based Call Center Agents
• Work-at-Home for Everyone
• Managing a Distributed Workforce
• CUSTOMER SERVICE
• Service Sold It
• Five Tips for Agent Customer Service Success
• Start Great Customer Experience with Customer Service Essentials
• Don’t Forget the Human Touch
• Amaze Your Customers . . . or Annoy Them
• How Would You Like Us to Contact You?
• How to Enhance the Customer Experience
• What Kind of Customer Experience Do You Provide?
• Is Being Effective Good Enough?
• Your Company Is Only as Good as Your Weakest Link
• Customer Service: You Can Do It the Easy Way or the Hard Way
• Customer Service Recovery
• TECHNOLOGY
• What’s Your Technology Strategy?
• Social Media and the Contact Center
• Consider How Artificial Intelligence Can Help Us in the Call Center
• Will Customer Service Chatbots Ruin Customer Service?
• Chatbots Should Learn from the Errors of IVR
• Strategic Call Distribution
• Is the Future Your Friend or Foe?
• STRATEGY
• A Brief History of Call Centers Versus Self-Service
• Are You a Call Center or a Contact Center?
• Is Your Call Center a Profit Center or a Cost Center?
• Developing Your Callback Strategy
• It All Depends
• Optimizing Your Call Center
• Benchmarking
• Business Improvement Groups
• Call Center Innovation Provides Fresh Opportunities
• Is Your Call Center Ready for Anything?
• About Peter Lyle DeHaan
• Other Books by Peter Lyle DeHaan