http://www.articlealley.com en-us editorial@articlealley.com 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... http://www.articlealley.com/article_1063543_15.html 03rd September 2009 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 ... http://www.articlealley.com/article_249102_36.html 14th January 2008 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... http://www.articlealley.com/article_133696_15.html 01st March 2007 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... http://www.articlealley.com/article_106495_15.html 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--... http://www.articlealley.com/article_106483_15.html 18th November 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. ... http://www.articlealley.com/article_93645_15.html 10th October 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/... http://www.articlealley.com/article_22055_15.html 04th January 2006 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 rise�I've seen anywhere from $6500 to $10,000 quoted per agent! At the same tim... http://www.articlealley.com/article_15738_15.html 16th 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... http://www.articlealley.com/article_15592_15.html 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... http://www.articlealley.com/article_15586_15.html 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... http://www.articlealley.com/article_14645_15.html 09th 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... http://www.articlealley.com/article_14586_15.html 08th November 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... http://www.articlealley.com/article_12779_19.html 19th October 2005