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Eric Berg

Eric Berg
Eric Berg is a 25-year veteran of the contact center industry and an expert in contact center best practices, employee relations and American Agent outsourcing. Eric is the Founder of All-Calls Call Center Outsourcing, a Midwest based contact center outsourcing firm with a unique business plan that provides top rural Midwestern agents that are highly education, stable and possess accent neutral dialects to provide exceptional customer experiences to our clients and their customers.
Stop Drama from Poisoning Your Customer Service Team

Stop Drama from Poisoning Your Customer Service Team

In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I...
Contact Center Holiday Season Staffing

Seasonal Hiring

HAPPY SUMMER! It’s still hot, people are enjoying summer activities, picnics, festivals, vacations and barbecues, but for many contact centers, our season has arrived....

Celebrate National Customer Service Week

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand....
Customer Perception of Offshore Call Center versus American Call Center

Customer Perception: Offshore vs. America

In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to...
promoting a culture of attendance

Promoting a Culture of Attendance

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...
empower agents key to customer satisfaction

Empowered Agents: A Key to Customer Satisfaction

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition...
Avoid supervisor training failure

Avoid Supervisor Training Failure

What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...
Path to Failure

Career Path to Failure

Are you promoting your best agents to supervisors and managers? If so, you may be promoting to failure. Those of us in the contact center...
cut attrition

Cut Attrition with an Effective Applicant Intake Process: Behavioral Interviews

In my last post, I mentioned a Purdue University study on decreasing attrition in a contact center environment. The study found that contact centers...
Cut Attrition

Cut Attrition with an Effective Applicant Intake Process: Assessments and Realistic Job Previews

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting. According to a Purdue University study on decreasing attrition in...
High Agent Turnover

High Turnover: Are Your Core Agents Suffering?

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition,...