1Opening Credits
30How Would You Like Us to Contact You?
2Are You in or Out?
31How to Enhance the Customer Experience
3OPERATIONS AND MANAGEMENT
32What Kind of Customer Experience Do You Provide?
4Answering the Call Is Just the First Step
33Is Being Effective Good Enough?
5Is Your Management Style Hurting Your Call Center?
34Your Company Is Only as Good as Your Weakest Link
6Responding to Call Traffic Fluctuations
35Customer Service: You Can Do It the Easy Way or the Hard Way
7The Importance of Channel Consistency
36Customer Service Recovery
8Call Center Shrinkage
37TECHNOLOGY
9The Fast-Food Factor
38What’s Your Technology Strategy?
10We Can Do That
39Social Media and the Contact Center
11Do You Survey Your Callers?
40Consider How Artificial Intelligence Can Help Us in the Call Center
12Seven Tips to Conduct Engaging Customer Surveys
41Will Customer Service Chatbots Ruin Customer Service?
13How to Combat Survey Fatigue
42Chatbots Should Learn from the Errors of IVR
14STAFFING
43Strategic Call Distribution
15A Positive Attitude
44Is the Future Your Friend or Foe?
16The Art of Finding a Call Center Manager
45STRATEGY
17Be Nice
46A Brief History of Call Centers Versus Self-Service
18Be Careful What You Say
47Are You a Call Center or a Contact Center?
19Don’t Make Extra Work for Your Agents
48Is Your Call Center a Profit Center or a Cost Center?
20Work-At-Home Opportunities
49Developing Your Callback Strategy
21The Benefits of Home-Based Call Center Agents
50It All Depends
22Work-at-Home for Everyone
51Optimizing Your Call Center
23Managing a Distributed Workforce
52Benchmarking
24CUSTOMER SERVICE
53Business Improvement Groups
25Service Sold It
54Call Center Innovation Provides Fresh Opportunities
26Five Tips for Agent Customer Service Success
55Is Your Call Center Ready for Anything?
27Start Great Customer Experience with Customer Service Essentials
56About Peter Lyle DeHaan
28Don’t Forget the Human Touch
57Closing Credits
29Amaze Your Customers . . . or Annoy Them
