Click to Visit

Click to Visit

Contributed Articles

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 market’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

 

Efficiency Secret Revealed: The Hidden Cost of Multi-Tasking in the Support Center

by Dave Brown, Support Center University

A great many support centers suffer from a serious efficiency problem -- and they don't even realize it's an issue! In fact, many managers are under the mistaken impression that they are encouraging productivity - when they are actually hampering it! This article discusses a very common flaw in support center process design. I'm going to tell you how I discovered the problem and how it affects the typical complex support center. Once you understand the issue, you'll be able to estimate the impact to your own department. I will also share several alternative approaches that you can use to avoid the problem and increase the efficiency of your operation.
[Full Article]   Mar-22-2010

 

Don't Forget the Human

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

To create the right experience, companies must make a fundamental shift from managing the numbers to managing the relationships. But again the feet and the mouth don’t always go in the same direction. So, what differentiates one company from another in today’s economy is its relationship with the customer, and who has that awesome responsibility? Your front lines, and/or anyone who has interaction with the customer, current, potential, or future.
[Full Article]   Mar-22-2010

 

<< Prev1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Next >>
Page: 5/26   Articles: 130