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Contributed Articles

Common-Sense Customer Service

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

In all my IT roles -- programmer, network administrator, business analyst, help desk manager, service and support consultant -- my relationship with people always led me to believe that it was better to do the right thing than always do things right. The principles of common-sense customer service are value-based and are driven by whatís important to people. Are you utilizing your people, customer-service and relationship-building skills in your workplace to maximize your performance?
[Full Article]   Jan-19-2009

 

What About This Economy?

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

According to a recent survey recently conducted by Tealeaf, a customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies willing to significantly improve their customer service, as this enables you to stand out among your competition. By providing world class customer service, and listening to what the customer needs and wants, you are more able to satisfy your customerís needs.
[Full Article]   Jan-19-2009

 

Staffing for Direct to Support Representative Responsive Support

By Jim Hendrickson, Founder, Technical Support Management

Many Technical Support organizations avoid implementing the Direct to Support Representative model for a variety of reasons. Most common is the belief that it is easier to manage a call back model in terms of staff planning, and support representative comfort. There is also a mistaken belief that in an environment where cost is always a major concern, it is the lower cost solution. While on the surface it may be easier to manage staffing, once the techniques of real time staffing models are understood, it is not that much more complex. More importantly, the Direct to Support Representative model is what the person contacting you wants to experience.
[Full Article]   Jan-15-2009

 

First Call Resolution Revisited

By Rosanne D'Ausilio, Ph.D., 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! What does losing that customer cost you?
[Full Article]   Dec-16-2008

 

Expecting Different Results?

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

Einstein believed the definition of insanity was doing the same thing over and over again and expecting different results. This describes perfectly the day-to-day service-delivery environment of many Global 2000 organizations, who continue to operate in a reactive mode yet wish for proactive results. They continue to apply a band-aid approach to treating poor internal service delivery symptoms rather than addressing the structural root of the problem. In reading this article, I am hopeful that someone in the Global 2000 IT organizations will make the connection that business processes operate on top of IT processes and that external service delivery is highly dependent on the quality of internal service delivery.
[Full Article]   Dec-16-2008

 

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