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Troy Van Willis

Troy Van Willis

As an expert in customer service strategies and training, Troy Van Willis creates educational content focused on improving customer service skills, adopting best practices, and leveraging call center technology to enhance customer experiences.

Articles by Troy Van Willis

Phoenix skyline at night with city lights and purple-blue gradient graphic overlay.

September 15, 2026

Spanish Call Center Support: When Enterprise Teams Need Bilingual Coverage and What to Measure

Spanish call center support for enterprise teams: when you need bilingual coverage, what it should include, and the metrics that prove it works.
Back Office BPO for Legal Intake: Which Tasks to Outsource First Without Breaking Chain of Custody

August 11, 2026

Back Office BPO for Legal Intake: Which Tasks to Outsource First Without Breaking Chain of Custody

Which legal intake tasks to outsource first, and how to protect QA, audit trails, and chain of custody before you scale back-office support.
How to Build a 24/7 Support Operation Without Burning Out Your Team

April 7, 2026

How to Build a 24/7 Support Operation Without Burning Out Your Team

Building 24/7 support isn’t about keeping humans available at all hours—it’s about continuity.
The Complete Guide to BPO: The Different Types of Business Process Outsourcing (and When to Use Each)

March 24, 2026

The Complete Guide to BPO: The Different Types of Business Process Outsourcing (and When to Use Each)

BPO isn’t just “call centers”—it includes everything from customer support and back-office accounting to HR, IT, & Industry-Specific Processes.
BPO for Growing Businesses: What to Outsource First (and What to Keep In-House)

March 3, 2026

BPO for Growing Businesses: What to Outsource First (and What to Keep In-House)

This guide explains what BPO is (and isn’t), then offers a simple framework: outsource repeatable, volume-driven, measurable workflows.
Frustrated customer checking phone at a desk, suggesting missed calls and after-hours customer support gaps.

December 30, 2025

Why Small Businesses Lose Customers After Hours (And How to Stop It)

Missed after-hours calls cost small businesses leads, loyalty, and revenue. Learn how to stop the loss.
A split-screen illustration shows chaotic calls on the left and a neatly booked calendar on the right connected by dotted lines.

November 11, 2025

Holiday Rush to Booked: Turn Black Friday Calls into Appointments with AI Scheduling

Make “booked” your north star — use AI scheduling + agents to convert BFCM calls.
A person makes a late‑night call; dotted lines lead to a courthouse and a signed document, conveying the path from call to retainer.

October 14, 2025

Personal Injury First Impressions: Turning After-Hours Calls Into Signed Clients

Convert late-night PI inquiries with empathetic, domain-trained intake, fast triage, and frictionless handoffs to consults or eSign.
AI smartphone links a tenant, a property manager and a building via dotted lines, conveying faster maintenance triage and happier tenants.

September 9, 2025

AI for Property Management Calls: Faster Maintenance Triage & Happier Tenants

Turn tenant calls into clear tickets, route by severity and skills, and cut response times with AI-assisted reception.
Minimalistic line‑art showing a call center agent with rising arrow and holiday icons representing scaling e‑commerce support.

August 12, 2025

Scaling e-Commerce Support for Seasonal Spikes — Without Hiring Headaches

When orders surge, your service queue shouldn’t break. Learn why temporary hires can’t keep pace with changes in volume and how Go Answer’s team can.
Four quadrants display icons for fast info gathering, consistent messaging, high‑value case spotting, and client rapport.

August 5, 2025

Legal Intake That Converts: Proven Call Scripts & Triage Rules for Law Firms

Learn how a 24/7, confidentiality-focused legal intake answering service standardizes every step to boost speed, consistency, and conversions.
A Gen Alpha child uses a smart speaker, triggering a customer service representative to appear in a speech bubble.

May 6, 2025

How Gen Alpha is Changing Customer Service Expectations

As the first generation raised entirely within the digital age, Gen Alpha’s attitudes toward technology and service differ markedly from previous generations.