Buy
Now
Wake
Up Your Call Center: Humanize Your Interaction Hub
4th edition
Rosanne D'Ausilio, Ph.D.
Specialist Makes People Count
Great customer service defines the survival of organizations in today's rapidly-changing business environment. While technology has enhanced customer contact, corporations are realizing that even as the speed of customer interactions increases, the nexus of world-class customer service lies with the people an organization hires to support its inbound and outbound interactions.
"We have lots of talk covering technical information and training, software, hardware, new systems - a whole new language, in fact. But what about the people? They are too often dropped out of the picture as people, and I want to call this to your attention because we, the people, make the difference!" so says Rosanne D'Ausilio, president of Human Technologies (www.human-technologies.com) in Carmel, New York and the author of Wake Up Your Call Center: Humanize Your Interaction Hub, now in its 4th edition.
As more customers face longer waits, bad attitudes and technology snafus, company customer retention rates are negatively affected leading to disaster in today's global economy. In pointed accessible prose, D'Ausilio outlines a program for change to verify "the human" as the key to all customer interactions by defining the training imperative as the focus to improving customer relationships and long-term corporate growth and success.
D'Ausilio is an industrial psychologist and consultant. Over the last twenty years, she has provided needs analyses and customer-designed training to create profitable services. She is a dynamic speaker and has written numerous articles for trade publications and industry newsletters.
Praise for Previous Editions
Ed Margulies, Group
Show Director; Computer Telephony, Miller Freeman
"...a straightforward guide for humanizing the most impersonal: the manic
pace of the modern teleservice center: Dr. D'Ausilio shares the insights
and revelations no call center professional should be without. Read it.
Live it. Learn how to delight your clients and make your call center your
very own secret weapon."
Patricia D. Hamilton,
Manager-Sales Training & Communications, Delta Air Lines, Inc.
"We chose the Wake Up Your Call Center philosophy to resolve issues we
had with customer service in an extremely stressful environment. The results
were incredible. Customer service has improved, morale is up, and our
agents are able to deal more positively with their workload. Wake Up Your
Call Center is not only filled with just the right content, it is presented
with just the right amount of humor as well."
Customer Service and The Human Experience
by
Rosanne D'Ausilio, Ph.D. and "Dr. Jon"
Buy Now
Now available in ebook format
One of the leading challenges for today's managers is the training and motivating of excellent agents. While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little attention has been paid to handling the human part of the equation-training CSRs to field more than just telephone communications. Dr. D'Ausilio and Dr. Anton have successfully merged the critical human aspect of the contact center with the ever-growing need for metrics and the bottom line.
With their insightfulness and vast experience, they impress upon you the incalculable value of the human touch in customer service. "Dr. Rosanne D'Ausilio and Dr. Jon Anton have researched and compiled a 'gem' of a workbook that provides the roadmap for service and support organizations to provide the level of customer service needed to 'wow' their customers.
Excelling at customer service is not an accident - it requires a well-structured and comprehensive program for identifying, training, monitoring, rewarding and continuous improvement. This workbook on Customer Service - The Human Experience is everything a leader of a service and support organization would need to plan the work and then work the plan for creating and delivering a service culture to their customers. Enjoy the read and the learning experience!" Peter J. McGarahan, Executive Industry Fellow, STI Knowledge, Inc.
"Dr. D'Ausilio
and Dr. Anton have produced a literary masterpiece!
The combined knowledge and experience poured into this book make it a
must for anyone in the call center industry. The examples and statements
in the book make it easy for management to maximize productivity of
their representatives while still keeping their wants, needs and
aspirations in mind. A must-read for the serious call center manager!"
Robert Renteria, Bombardier Aerospace
About the authors:
ROSANNE D'AUSILIO,
Ph.D., an industrial psychologist, and President of Human Technologies
Global, Inc., specializes in profitable call center operations in human
performance management providing world class, custom designed customer
service skills trainings for front lines and/or facilitators. Known in
the industry as 'the practical champion of the human,' she is also
author of the best seller, "Wake Up Your Call Center: Humanize Your
Interaction Hub," 4th edition.
www.human-technologies.com
DR. JON ANTON (DR. JON) is the director of benchmark research at Purdue University's Center for Customer Driven Quality. He specializes in enhancing customer service strategy through inbound call centers/e-business centers using the latest in telecommunications and computer technology and has published more than twenty books. Since 1995 he has been the principal investigator of Purdue's Benchmark Research now collected at BenchmarkPortal.com containing over ten million data points in call center performance. www.BenchmarkPortal.com
How to
Kick Your
Volume II
Customer Service Another
Up A Notch:
101
101 Insider Tips
Insider Tips
Rosanne D'Ausilio, Ph.D.
The leading edge never felt so
smooth and understandable. Author,
speaker and thought
leader, Rosanne D’Ausilio brings
her unique brand of
service-oriented insight to her
work. Rosanne
chose the right name for
her
company: Human Technologies. She
never forgets that people are at
the
heart of technical advancement
and
service excellence. Her
professional
integrity and
perfectionist’s approach
to problem
solving have made her a
resource
people turn to for fresh thinking
and practical solutions. She is
seen by
many as a Johnny Appleseed
of best
practices, spreading around
her helpful hints, which grow and
add value wherever
they take root.
First Call
Resolution:
What About that 14%?
by Rosanne D'Ausilio, Ph.D.
That means that 14% of your customers
are calling you more than once, more than twice, maybe even more than three
times. Do you know what that cost you? I do. It could cost
you as much
as
$1 million dollars
annually! In this
Lay Your Cards on the Table: 52 Ways to Stack Your
Personal Deck (includes 32 card deck) by Rosanne D'Ausilio, Ph.D.
Turning Challenges Into Opportunities The focus of this program is both personal and
professional. Personal because you will use all the information to
enhance your life away from work. Professional because a more relaxed
private life can't help but have a positive impact on how you approach and
respond to your professional responsibilities. Truly a win/win
situation. Included with the workbook are two audio tapes: 1) An overview of this program--listen in
your car
or home. It reinforces what you will find in the workbook. 2) This audio tape has guided relaxation exercises on it--NOT to be listened
to in the car. These are closed eye exercises. My favorite is
called Ocean Morning--the sound of the seagulls with the water crashing into
the sand. This workbook is informative, educational, interactive, and
a must-have in today's stressful world. So what else will you learn from this program?
When you call customer
service or technical support and get your request, question, problem, or
complaint
taken care of in one call, that's first call resolution.
Best Practices is 86%.
