SupportIndustry.com - Contributed Articles

Which Hotel Chain Does Customer Service E-Mail Best?

By Leslie O'Flahavan and Marilynne Rudick, E-WRITE

It's the height of travel season, so e-Write decided to conduct a (non-scientific) experiment to find out which hotel chain does customer service e-mail best. Here's what they did. Using the clever pseudonym "Jane Doe," they sent an e-mail query to hotel chains with properties near Chicago's Midway Airport. Within two days of sending the query, they received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. The quality of the responses was uneven, to put it politely. To see which hotels provided excellent service and which bombed, read this article.

[Full Article] Aug-21-2008

The Impact of Self-Service on Contact Center Agents

By Donna Fluss, founder and President of DMG Consulting LLC

Introducing self-service applications into a contact center has a significant impact on agents. Successful self-service applications benefit customers while saving money for the enterprise, but they also change the volume and mix of calls handled by agents and create new challenges for both agents and their managers.

[Full Article] Aug-19-2008

The Benefits and Perils of Team Scheduling in the Support Center

By Penny Reynolds, Founding Partner, The Call Center School

Over the last ten years, more and more organizations have moved toward self-directed work teams and the support desk world is no exception. The result has been better productivity, increased employee motivation, reduced bureaucracy, and continuous improvement in the work product being delivered. A big issue for the team concept in the call center lies in the schedule of team members. While some companies have teams where all members start, take breaks, and leave together, others may have teams where the members’ schedules many have varying start times and breaks, and may even work different shifts.

[Full Article] Aug-19-2008

Come Fly With Me?

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

At a time when airlines have resorted to cutting flights, stripping away passenger conveniences, and even slowing down planes to offset fuel costs, they are overlooking an opportunity to save money, and at the same time, improve their customer service.

[Full Article] Aug-19-2008

A Practical Approach to Setting Speed of Answer Goals

By Penny Reynolds, Founding Partner, The Call Center School

A recent survey performed by the Society of Workforce Planning Professionals asked various questions related to setting service and speed of answer goals. Some of the more surprising results of that study showed that:

*A large percentage of centers base their service goal on an "industry standard."

*About a third of respondents have had the same service goal for over five years.

*Forty percent measure service goal success by their daily average and another forty percent use a monthly average as their performance number.

This article will explore the wisdom and/or risks of these service practices.

[Full Article] Jul-15-2008

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