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| Techniques for Decreasing Agent Attrition | |||||||||||||
| By Donna Fluss, President, and Deborah Navarra, Senior Analyst, DMG Consulting Call center agents have a very stressful job, which leads to high attrition rates. DMG Consulting has studied this issue for many years. We’ve spoken with call center managers with high agent turnover rates to identify the leading causes of attrition. And, we’ve interviewed managers with relatively high agent retention rates to gain an appreciation of their methods for keeping their staff satisfied. Based on our analysis, we have identified several proven best practices and techniques for reducing agent attrition. | |||||||||||||
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[Full Article]
Nov-12-2008
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| Quality Customer Service Does Exist | |||||||||||||
| By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc. I just had what I would consider an unusual customer service experience. Why unusual? Because it surprised me--it was a positive experience--and the person gave me more than I asked for. This to me is the absolute definition of over deliver and under promise. | |||||||||||||
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[Full Article]
Nov-12-2008
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| Why Wouldn’t You? | |||||||||||||
| By Peter J. McGarahan, Founder and President, McGarahan & Associates The question is simple; why aren’t more organizations using self-service successfully? In researching the answers to this seemingly simple question, I was brought into engaging conversations, traditional rhetoric, innovative thinking, encouraging leadership as well as the SOSAD (same old song and dance). The main differences between those who were successful at self-service were that they had a strategic purpose, a passionate commitment and established the right partnerships with the sponsors, customers, staff and vendor! | |||||||||||||
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[Full Article]
Nov-12-2008
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| Invest, Invest, Invest | |||||||||||||
| By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc. While the economy, the political environment, and uncertainty loom in our faces, when we focus on this situation or set of circumstances, usually what comes up is fear. However, if you focus on the fear, the fear expands. At the same time, we are encouraged to invest. We’re told that this is a good time; that there are bargains out there, that it is a buyer’s market; that this is an opportune time to invest. Well I say invest too, but not in what you may think. This is the time to focus on and invest in your people. | |||||||||||||
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[Full Article]
Oct-20-2008
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| Measuring Service Effectiveness | |||||||||||||
| By Frederick C. Van Bennekom, Dr.B.A. Performance measurements help guide organizations to achieve their goals. Service organizations have conflicting objectives. They strive to be both efficient in resource use and effective in the quality of service as perceived by customers. But how to measure service effectiveness? This article presents a framework for measuring service effectiveness -- from call monitoring and mystery shopping to customer surveys, focus groups and complaint solicitation. The key finding is that a portfolio of approaches is needed to provide comprehensive and balanced measures of service effectiveness. | |||||||||||||
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[Full Article]
Sep-19-2008
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