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Contributed Articles

First Call Resolution: What About That 14%?

By Rosanne D'Ausilio, President of Human Technologies Global, Inc.

We all know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (even more than twice or three times) to resolve their issues! This not only frustrates your CSRs and yourselves, but your customers as well. Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction.
[Full Article]   Nov-12-2007

 

Customer Service and The Human Experience

By Rosanne D'Ausilio, President of Human Technologies Global, Inc.
While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little consideration has been directed to handling the human part of the equation -- training Customer and Technical Service Representatives to field more than just telephone communications. With the explosion of e-commerce, the need to reinforce keeping the human element in the equation is paramount. Certainly now more than ever before in history, customer-centric service is a necessity.
[Full Article]   Oct-15-2007

 

7 Fundamental Elements of an Effective Service Channel Strategy

By Tom Sweeny, ServiceXRG
Technology vendors that look to partners to perform critical service functions must have a well-defined and executed channel strategy. A successful channel strategy for services requires several elements: a clear vision for the role that partners will play, an established program and criteria for attracting and retaining the right partners, the commitment and capabilities to support partner success, and the means to monitor the effectiveness of the channel program and the performance of individual partners. ServiceXRG has identified seven fundamental characteristics for developing and sustaining successful service channel partner relationships.
[Full Article]   Oct-15-2007

 

Strategy First!

By Peter J. McGarahan, Founder and President, McGarahan & Associates

In the past, I always struggled with strategy. I was a tactical service and support manager. I was a problem solver, a process owner, a report generator and a service provider. There was no time for strategy – we were too busy being tactical. There wasn’t enough time in the day to even be good at being reactive in addition to fighting with my peers over their role in providing seamless and transparent end-to-end service to our customers. It was easy to make the Service Desk the ‘whipping boy’ until a savvy CIO was hired and challenged my peers to define their role in the IT service and support strategy. It was time for leadership and persistence to prepare myself and my team for developing a sound strategy.
[Full Article]   Sep-18-2007

 

The Benefits of Offering SLAs

By Tom Sweeny, ServiceXRG

If your company has ever considered offering SLAs but has been concerned with the potential downside of increased customer expectations, consider the impact of not managing these expectations. When left to their own devices customers will set their own expectations for a reasonable level of service. Failure to meet these expectations is the leading cause of customer dissatisfaction. When you do not take a proactive role in setting expectations you are at the mercy of customer expectations for which you have had no role in influencing. SLAs are not only beneficial for managing customer expectations, they are also an important vehicle for communicating the value of service.
[Full Article]   Sep-14-2007

 

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