Operating a Call Center

Call Center Locations, AI Call Centers, AI, ChatGPT, Artificial Intelligence

Artificial Intelligence and the Customer Support Call Center

When I started my first call center job in 1992, many people were already talking about artificial intelligence.  Many people feared that technology and automated processes were on the verge of replacing human agents.  Heck, I even had an artificial intelligence class in college three decades ago.  Today, with artificial intelligence (AI) finally maturing with […]

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Post-Pandemic Call Center Sales Trends, Call Center Sales, Sales Activity

Call Center Sales Trends for the Great Comeback

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. 

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Call Center Agents, Customer Service

Customer Service

Empower Your Customer Service Team When it comes to your customer service call center, employee empowerment is defined as allowing phone agents to make quick decisions in favor of the customer.  Moreover, it is critically important for organizations to give their customer service team the power to make decisions without supervisor approval.  Business and government

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TCPA Compliance, Customer Support, Customer Support Outsourcing

TCPA Compliance

Five TCPA Compliance Tips 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

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