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Contributed Articles

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 membersí 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

 

Purchase Decision Influences in 2008

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

The majority of respondents in a recent survey cited Price as a major factor influencing their purchase decisions in 2008. Second in importance was the reputation of the company. This was somewhat surprising to this surveying organization. I don't know about you, but for me, the reputation is just as important as the price. I may even pay a few pennies (or dollars) more for a company that I am familiar with, rather than be governed by the dollar sign.
[Full Article]   Jul-15-2008

 

In The End -- It Is the Customer Who Defines the Experience!

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

As a customer, it is ultimately I who decides on whether the support professional met or exceeded my expectations. As a 'policeman' for the service industry - always looking to reinforce best practices with positive or constructive feedback - it is me once again who will define the experience. I believe that to exceed customer expectations, we need to put ourselves in our customer's position. Additionally, we need to perfect the delivery of best practices daily with every customer on every opportunity.
[Full Article]   Jul-15-2008

 

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