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Contributed Articles

Thank You for Calling!

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

How often do you hear 'thank you for calling' when you make a call to a company? Almost all the time is my experience, you too? How often does it sound sincere? Much less time, don't you think? What should it be? It should be a very sincere 'thank you for calling,' and you should mean it. If someone has a problem or a complaint and they don't call, you have no opportunity to assist them, remedy the problem or complaint, and more importantly, create a relationship with the customer such that you are their vendor of choice.
[Full Article]   Jan-18-2010


It's Time to Get Serious About FCR

by Rosanne D’Ausilio, Ph.D., President Human Technologies Global, Inc.
FCR is still the #1 driver of customer satisfaction. Don’t be one of the 50% or 60% of organizations not measuring FCR. Remember what gets measured gets managed, and what get managed gets better. Improving FCR can

1)Reduce overall customer calls
2)Decrease rework
3)Improve service
4)Enhance customer satisfaction
5)Up-sell and cross-sell opportunities
6)High value customer interactions
7)Take customers from satisfied to loyal

[Full Article]   Nov-11-2009


Is Unified Communications the Next “Disruptive” Customer Service Technology?

Unified Communications (UC) is a term that’s been around for more than 15 years. Now it’s being heralded as the next disruptive technology. UC is a technology framework that helps organizations provide a standardized user interface and user experience across multiple applications, devices and channels. It integrates real-time and non-real-time communications services. The primary UC deliverable is a technology called presence. Presence is a feature of session initiation protocol (SIP) that allows an organization to know the “state” of its employees, regardless of their location; the state provides information about someone’s availability and willingness to communicate.
[Full Article]   Nov-11-2009


The Problem with Courtesy

by Rich Gallagher, Point of Contact Group

When I do live training programs, people often come up to me and share that they are perky "people persons." I completely respect that. But more often than not, when we role play challenging customer situations, they usually react the same way everyone else does without training: like deer frozen in the headlights. Until they learn and practice the mechanics. Then everyone, perky and grumpy alike, suddenly starts sounding incredible.
[Full Article]   Nov-11-2009


Resolution Ownership - It Should Matter To You!

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

When the customer contacts the support center, the ideal situation from their perspective is getting their issue fixed on the first contact. If not, the issue is escalated to specialized support groups within the organization, and the customer wants to simply know who will contact them and when. This is the basis of setting expectations and making a service commitment to the customer by confidently knowing that you "own" the issue to resolution. A customer-focused service culture designed with the customer in mind will quickly benefit from the practice of Total Contact Ownership (TCO), where there is no ambiguity of ownership and accountability when it comes to the customer experience and ultimate satisfaction.
[Full Article]   Nov-09-2009


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