Eric Berg
Eric Berg is President of ProCallUSA Call Center Services. A 20-year veteran of the contact center industry, Eric also is a national speaker on contact center leadership and serves as Treasurer of the Midwest Contact Center Association (MWCCA) and on its Board.
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: 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
Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...
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
What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...
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 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 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 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...
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,...
The Cost of a Bad Hire
We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...
