Operating a Call Center

  When I started my first call center job in 1992, artificial intelligence (AI) was already a topic of debate. Many feared that automation would one day replace human agents entirely. Fast forward three decades, and AI technologies like ChatGPT, Bard, and other advanced machine learning tools have brought that conversation back into the spotlight. […]

  While direct marketers have enjoyed direct access to potential new customers with mobile phone numbers, many consumers don’t appreciate it. In 2013, the Telephone Consumer Protection Act, more commonly known as the TCPA, began enforcing new regulation to prevent automated sales and marketing calls to mobile phones.  Under the rules, TCPA violations can now

Post-Pandemic Call Center Sales Trends As the economy opens up, consumers and businesses are starting to spend again.  While some have suffered real financial hardship over the past year, others have built up a pool of post-pandemic cash.  In order to maximize share of sales going forward, businesses need to understand that expectations have changed. 

Labor Shortage Issues in 2023, the biggest issue for many companies is a lack of available skilled & unskilled employees.  As workers walk out or demand more flexible hours, most businesses are facing a challenging labor market.  In fact, in a recent survey of 1,250 business owners, 87% said that the labor shortage has affected