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| Family Therapy for Your Support Center | |||||||||||||
| by Rich Gallagher, Point of Contact Group So what can your support center learn from someone who is stroking his chin and saying, "Tell me how you feel about that"? Plenty, actually. There is a great deal of science nowadays behind how we resolve conflicts with people, much of which has come from the field of family therapy over the last 20 years or so. And a lot of it translates directly to things you can teach your support team about dealing with customers. Here are a few you might not have thought of. | |||||||||||||
| [Full Article] Jul-19-2010 | |||||||||||||
| Can You Hear Me Now? | |||||||||||||
| by Rosanne D'Ausilio, Ph.D., President Human Technologies Global, Inc. Do you notice that the longer it takes to solve a problem, the more likely it is to be escalated? And the more likely it is escalated, the more likely it could go from the private to the public domain. Today Social Networks have afforded customers a one-to-many platform to self-publish their customer service experiences--compared to the more traditional one-to-one way of writing a letter, sending an email, or calling on the phone. "United Breaks My Guitar" clearly showed the significant customer reach of a bad experience and the high cost of that bad experience. | |||||||||||||
| [Full Article] May-17-2010 | |||||||||||||
| Benchmark Study of Contact Center Workforce Management: A Mission-Critical but Flawed Tool | |||||||||||||
| by Donna Fluss, President, DMG Consulting LLC In Q2 2010, DMG Consulting conducted a survey of 230 contact center, enterprise and IT executives, VPs, managers, directors and decision-makers from around the world to assess the market’s perception and satisfaction with contact center workforce management (WFM) solutions. The study also evaluated agent attrition, channels used by contact centers, the role of social media, and the growing use of WFM outside of contact centers. This benchmark study is a strong "call to action" for the workforce management market. | |||||||||||||
| [Full Article] May-17-2010 | |||||||||||||
| The Impact of Conflict Management Training on Customer Service Delivery | |||||||||||||
| By Rosanne D'Ausilio, Ph.D. The Impact of Conflict Management Training on Customer Service Delivery. This was the title of my case study in partial fulfillment of my doctoral degree which I completed in 1996. More on this in a moment. Here it is 13 years later. In a recent survey where training participants were asked what types of courses would greatly increase their effectiveness at work, 53% of respondents chose dealing with conflict or difficult people. | |||||||||||||
| [Full Article] Oct-06-2009 | |||||||||||||
| First Contact Resolution: The Performance Driver! | |||||||||||||
| By Peter J. McGarahan, Founder and President, McGarahan & Associates In calculating your cost per call/resolution, it's important to know the resource cost of the other teams (usually depicted in an average hourly wage) as well as the all important Work Effort! With this information in hand, you are well equipped to prove the cost reduction value of your continuous improvement initiatives, justifying investments using financial metrics (ROI, NPV, etc.) and defending empirically against external threats impacting the ecosystem of your support strategy, structure and operations. | |||||||||||||
| [Full Article] Aug-12-2009 | |||||||||||||
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