Pragmatic Strategies For High Performing Call Centers

Pragmatic Strategies For High Performing Call Centers

Interview with Dave D'Arcy, 30+ year call center expert who has consulted RingCentral, Vodafone, Vonage, and Sky on accelerating call center performance

Author: Chad Oda

Category: Call Centers (15)

Pragmatic Strategies For High Performing Call Centers

Pragmatic Strategies For High Performing Call Centers

Author: Chad Oda

Interview with Dave D'Arcy, 30+ year call center expert who has consulted RingCentral, Vodafone, Vonage, and Sky on accelerating call center performance

How to Land a Call Center Job in India

How to Land a Call Center Job in India

Author: Ofer Ronen

Serving as a call center agent requires a specific set of skills & certain personality traits. Here’s what you need to know to land a call center job in India.

The Challenges of Retaining Call Center Talent in India

The Challenges of Retaining Call Center Talent in India

Author: Ofer Ronen

Several factors contribute to the high turnover in Indian call centers. Let's analyze these challenges and how call centers can overcome them.

How To Leverage AI to Improve Agent Experiences

How To Leverage AI to Improve Agent Experiences

Author: Chad Oda

Discussion with Nerys Corfield, call center consultant at Sky, Vodafone, and others, on how call centers can drive better customer outcomes

Improving Call Center Outcomes with Tomato.ai Noise Cancellation

Improving Call Center Outcomes with Tomato.ai Noise Cancellation

Author: Ofer Ronen

Tomato.ai's call center noise cancellation helps to remove noises traditional approaches fail to handle well, like other agents speaking. Learn how to improve call center outcomes, customer satisfaction and loyalty.

Where Accents Come From and Why They Exist

Where Accents Come From and Why They Exist

Author: Ofer Ronen

Learn about the origin of accents, how they change over time as people migrate, and the effect on economic opportunities individuals might have.

Overcoming Challenges Growing Offshore Call Centers

Overcoming Challenges Growing Offshore Call Centers

Author: Ofer Ronen

With the continued growth of offshore call centers there are significant challenges hiring and retaining agents. Learn about strategies that help call centers address such issues head on.

8 Benefits of Using AI in Call Centers

8 Benefits of Using AI in Call Centers

Author: Ofer Ronen

Learn how artificial intelligence (AI) software and solutions are on the cusp of revolutionizing the call center industry.

Accent Discrimination in Customer Service

Accent Discrimination in Customer Service

Author: Ofer Ronen

Learn how accent discrimination in customer service can influence judgments, perceptions, and actions of callers

10 Most Challenging Accents for Americans

10 Most Challenging Accents for Americans

Author: Ofer Ronen

Learn about the results of a study that ranked accents which Americans find most challenging to follow

Psychological Effect of Accents

Psychological Effect of Accents

Author: Ofer Ronen

Learn about how accents develop, and how positive versus negative biases towards certain accents affect interactions

The Top 10 Accents Liked by Americans

The Top 10 Accents Liked by Americans

Author: Ofer Ronen

Learn about the top accents which Americans find favorable, and why they like those accents

Observed Negative Effects of Accents

Observed Negative Effects of Accents

Author: Ofer Ronen

Learn how accents affect comprehension, trust, and efficiency in call centers, backed by compelling research

Will Automation Kill Human Phone Support?

Will Automation Kill Human Phone Support?

Author: Ofer Ronen

With the rise of powerful bots, like ChatGPT, are human phone agents at risk?

5 Ways Call Centers Prioritize Solutions

5 Ways Call Centers Prioritize Solutions

Author: Ofer Ronen

Common ways call centers prioritize which solutions to implement next