SupportIndustry.com - Contributed Articles

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

Listen Carefully as Our Options Have Changed

by Rosanne D'Ausilio, Ph.D., President Human Technologies Global, Inc.

Customers want companies to treat them with dignity and respect. That means when they call, just give them the menu of choices without the excess verbiage. Tell them which number to push for which department and give them a 'zero out' option so they donâ€™t get caught in IVR hell. Most don't care if a company's menu has changed - they only want to easily navigate the options offered and get to where they want to get to quickly and easily.

[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 marketâ€™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 Greatest Support Metric of All

Customer contact centers measure just about everything today. And predictably, try to learn from these numbers to improve their operations. Which leads people to debate which of these metrics is the most important one. Is it your customer sat ratings, your average handle time (AHT), or your first call resolution (FCR)? I would say it is none of these. In my view, the most important predictive measure of support performance - and profitability - is your MHG. MHG stands for the Moral High Ground.

[Full Article] May-12-2010

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