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| 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 | |||||||||||||
| The Impact of Training on Turnover | |||||||||||||
| By Rosanne D'Ausilio PhD, President, Human Technologies Global, Inc. Although 90% of corporate executives say that employees are the most important variable in their companies' success, a Towers Perrin survey reported that in practice they rank people-related issues far below other business priorities. Executives agreed improving employee performance would improve business results--73% even said their most important investment was people. However, people-related issues, such as training and compensation, consistently ranked at the bottom of the list. | |||||||||||||
| [Full Article] Jun-16-2009 | |||||||||||||
| Can your staff think? | |||||||||||||
| Often times I find the staff of businesses don't know how to think beyond pre-described processes. When they get a question outside the norm, they just seem to shut off their brain, resulting in either no sales where there could have been one, or elongating the buying process if they could just think. Are you making it difficult for your customers to buy what they want to buy because your systems and non-thinking employees are preventing customers from parting with their money? | |||||||||||||
| [Full Article] May-19-2009 | |||||||||||||
| Contact Center Performance Management Packages Deliver Actionable Results and Rapid Benefits | |||||||||||||
| by Donna Fluss, founder and President of DMG Consulting LLC The contact center performance management (CCPM) market is maturing and vendors are responding to their customers' needs for solutions that rapidly deliver quantifiable benefits. CCPM vendors have begun to modularize their solutions and offer stand-alone packages to solve individual business performance problems. These packages are targeted at a specific issue, such as FCR, coaching, or rewards and incentive management. The advantage is that these packages are quick to implement because they require little customization or configuration. Generally they come with a set of 20 to 30 pre-defined metrics, KPIs, dashboards and scorecards, pre-built algorithms and standard reports. These packages deliver a rapid payback (3 months or less) with significantly lower start-up costs than full CCPM implementations. Several of the packages can be installed independently of the vendors' broader suites or platforms. | |||||||||||||
| [Full Article] May-18-2009 | |||||||||||||
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