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| Are You Losing Customers? | |||||||||||||
| By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc. What is the cost of defection for your company? Do you know the cost of a bad call experience? Do you know what percentage of your callers have a bad experience? And then do you know the dollar amount attached to it? If you don't, I suggest you find out. Even if you are guesstimating, this will give you an idea. I think you’ll be surprised, perhaps even amazed at your cost. | |||||||||||||
| [Full Article] Feb-16-2009 | |||||||||||||
| Open Source Solutions for Contact Centers | |||||||||||||
| By Donna Fluss and Sam Brown of DMG Consulting LLC There are three reasons why open source software has only started to make inroads in the contact center. First, because contact centers usually are mission-critical functions, they require applications that are "bulletproof." The second reason is that open source software often does not always have the full set of features and pre-built integrations that are taken for granted in the more mature proprietary contact center solutions. Finally, open source software comes with little or no ongoing support and therefore requires a company to have a relatively sophisticated in-house IT staff to maintain it. | |||||||||||||
| [Full Article] Feb-16-2009 | |||||||||||||
| Staffing for Direct to Support Representative Responsive Support | |||||||||||||
| By Jim Hendrickson, Founder, Technical Support Management Many Technical Support organizations avoid implementing the Direct to Support Representative model for a variety of reasons. Most common is the belief that it is easier to manage a call back model in terms of staff planning, and support representative comfort. There is also a mistaken belief that in an environment where cost is always a major concern, it is the lower cost solution. While on the surface it may be easier to manage staffing, once the techniques of real time staffing models are understood, it is not that much more complex. More importantly, the Direct to Support Representative model is what the person contacting you wants to experience. | |||||||||||||
| [Full Article] Jan-19-2009 | |||||||||||||
| What About This Economy? | |||||||||||||
| By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc. According to a recent survey recently conducted by Tealeaf, a customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies willing to significantly improve their customer service, as this enables you to stand out among your competition. By providing world class customer service, and listening to what the customer needs and wants, you are more able to satisfy your customer’s needs. | |||||||||||||
| [Full Article] Jan-19-2009 | |||||||||||||
| Common-Sense Customer Service | |||||||||||||
| By Peter J. McGarahan, Founder and President, McGarahan & Associates In all my IT roles -- programmer, network administrator, business analyst, help desk manager, service and support consultant -- my relationship with people always led me to believe that it was better to do the right thing than always do things right. The principles of common-sense customer service are value-based and are driven by what’s important to people. Are you utilizing your people, customer-service and relationship-building skills in your workplace to maximize your performance? | |||||||||||||
| [Full Article] Jan-19-2009 | |||||||||||||
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