03rd September 2009
The Impact of Conflict Management Training on Customer Service Delivery. This was the title of my case study in partial fulfillment of my doctoral degree which I completed in 1996. More on this in a moment. Here it is 13 years later and…
In a recent...
14th January 2008
According to the Global Contact Center Benchmarking Report (Dimension Data), findings this year include:
First call resolution dropped from 87% to 70%
Customer satisfaction dropped from 82% to 68%
Global attrition is 24%, North American ...
01st March 2007
Historically, customer service was delivered over the phone or in person. Customers didn’t have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible touch points of entry for any given interact...
18th November 2006
Are You Taking Care of Your Employees?
A recent NIOSH study reports that
? more than 50% of employees view job stress as a major problem in their lives ? double from a decade ago
? $300 + billion in absenteeism, burnout, etc. ? up from $200 = just...
18th November 2006
What four letter words do we mean? Here are a few:
Talk
Chat
Tell
Blab
Let's look at 'talk' as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--...
10th October 2006
Customer Churn: Do You Measure?
I recently read an article reporting research conducted with the top 1000 UK companies. Findings reflected that customer defection rates in key UK consumer industries increased from 16.9% in 2003 to 19.1% in 2005.
...
04th January 2006
When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions. Each word, inflection, and tone of voice is interpreted, but not always as the speaker intended. Research shows that 2/...
16th November 2005
Statistics consistently reinforce that the biggest challenge in today's contact center environment is agent training. Turnover continues to be high; new hire costs are on the riseI've seen anywhere from $6500 to $10,000 quoted per agent! At the same tim...
14th November 2005
The preamble to the United States Constitution begins, 'we, the people.' I feel strongly that we, the people, are what make the difference in life, both personally and professionally.
The interaction anyone has at any level with your employees, includ...
14th November 2005
Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome. Today, these methods are but two of the many possible points of entry for any given interaction. W...
09th November 2005
The preamble to the United States Constitution begins, 'we, the people.' I feel strongly that we, the people, are what make the difference in life, both personally and professionally.
The interaction anyone has at any level with your employees, includ...
08th November 2005
Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?
This is a big question so where do we begin?
As an overview, it's a given that the answer is three-fold: People, Process, and Techn...
19th October 2005
v Do you supply personal information over the internet?
v Do you use your credit card online?
v Do you hand your credit card to servers at restaurants?
v Do you carry your social security card in your wallet?
According t...
