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Archive
of Newsletters
Volume I, Issue 1 - Date:
July 25, 1999 - God Trucks
Volume
I, Issue 2 - Date: August 25, 1999 - Change Mgmt, Part I
Volume
I, Issue 3 - Date: September 25, 1999 - Change Management, Part II
Volume
I, Issue 4 - Date: November 25, 1999 - Jerry's Story
Volume
I, Issue 5 - Date: December 23, 1999
- Xmas Carols
Volume
I, Issue 6 - Date: February 1, 2000 - ER in the Call Center
Volume
I, Issue 7 - Date: February 28, 2000 - E-ssentials about E-
commerce,
Part I
Volume
I, Issue 8 - Date: March 31, 2000 - E-ssentials about E-commerce, Part
II
Volume
I, Issue 9 - Date: May 1, 2000 - E-ssentials about E-commerce, Part III
Volume
I, Issue 10 - Date: June 1, 2000 - Using Muscle Words, Part I
Volume
I, Issue 11 - Date: July 1, 2000 - Using Muscle Words, Part II
Volume
I, Issue 12 - Date: August 1, 2000 - Mixed Message Mania, Part I
Volume
I, Issue 13 - Date: September 1, 2000 - Mixed Message Mania, PartNovember
II
Volume
I, Issue 14 - Date: October 1, 2000 - Mixed Message Mania, Part III
Volume
I, Issue 15 - Date: November 1, 2000 - Mixed Message Mania, Part IV
Volume
I, Issue 16 - Date: December 1, 2000 - Mixed Message Mania, Part V
Volume
II, Issue 1 - Date: January 1, 2001 - The Day After Christmas
Volume
II, Issue 2 - Date: February 1, 2001 - Clearing Meetings
Volume
II, Issue 3 - Date: March 1, 2001 - Neatness Counts
Volume
II, Issue 4 - Date: April 1, 2001 - Live vs. Online Training
Volume
II, Issue 5 - May 1, 2001 - Itzhak Perlman
Volume
II, Issue 6 - June 1, 2001 - If You Can
Volume
II, Issue 7 - July 1, 2001 - Creativity
Volume
II, Issue 8 - August 1, 2001 - Customer Service/Satisfaction
Volume
II, Issue 9 - September 1, 2001 - Coping With Internal Customers
Volume
II, Issue 10 - October 1, 2001 - Makes You Think
Volume
II, Issue 11 - November 1, 2001 - Stressful Times
Volume
II, Issue 12 - December 1. 2001 - Offshore Cutomer Service
Volume
III, Issue 1 - January 1, 2002 - Common (Or Not So Common) Decency
Volume
III, Issue 2 - February 1, 2002 - Time: Find It, Take It, Make It
Volume
III, Issue 3 - March 1, 2002 - Agent Monitoring
Volume
III, Issue 4 - April 1, 2002 - Benchmarking, Do You?
Volume
III, Issue 5 - May 1, 2002 - Balance
Volume
III, Issue 6 - June 1, 2002 - Balance II
Volume
III, Issue 7 - July 1, 2002 - The Ten Commandments of E-Mail, Part I
Volume
III, Issue 8 - August 1, 2002 - The Ten Commandments of E-Mail, Part II
Volume
III, Issue - September 1, 2002 - The Ten Commandments of E-Mail, Part
III
Volume
III, Issue 10 - October 1, 2002 - Training Trends
Volume
III, Issue 11 - November 1, 2002 - The Rubber Band Philosophy
Volume
III, Issue 12 - December 1, 2002 - Stress Update
Volume
IV, Issue 1- January 1, 2003 - A New Year
Volume
IV, Issue 2 - February 1, 2003 - Customer Service Revisited
Volume
IV, Issue 3 - March 1, 2003 - What Me Worry?
Volume
IV, Issue 4 - April 1, 2003 - Times They Are A'Changing
Volume
IV, Issue 5 - May 1, 2003 - Cracked Pots
Volume
IV, Issue 6 - June 1, 2003 - To Certify or Not to Certify
Volume
IV, Issue 7 - July 1, 2003 - What Makes Companies Work?
Volume
IV, Issue 8 - August 1, 2003 - Running Training Like A Business: Determining
the ROI of Your Learning Programs
Volume
IV, Issue 9, September 1, 2003 - We, The People, MaKe the Difference
Volume
IV, Issue 10, October 1, 2003 - Negative Customer Service Experiences?
Volume
IV, Issue 11, November 1, 2003 - Trees Teach Lessons
Volume
IV, Issue 12, December 1, 2003 - A Special Christmas Poem
Volume
V, Issue 1, January 1, 2004 - Life
Volume
V, Issue 2, February 1, 2004 - First Call Resolution
Volume
V, Issue 3, March 1, 2004 - Communication is Not a Four Letter Word!
Volume
V, Issue 4, April 1, 2004 - Training Today
Volume
V, Issue 5, May 1, 2004 - Customer Service Impacts Loyalty
Volume
V, Issue 6, June 1, 2004 - The Lighthouse
Volume
V, Issue 7, July 1, 2004 - First Call Resolution Revisited
Volume
V, Issue 8, August 1, 2004 - Your Bank Called Time
Volume
V, Issue 9, September 1, 2004 - The Rule of 3
Volume
V, Issue 10, October 1, 2004 - Do You Multitask, Part I
Volume
V, Issue 11, November 1, 2004 - Do You Multitask, Part II
Volume
V, Issue 12, December 1, 2004 - Do You Multitask, Part III
Volume
VI, Issue 1, January 1, 2005 - For The New Year
Volume
VI, Isssue 2, February 1, 2005 - The Marble Story
Volume
VI, Issue 3, March 1, 2005 - Is Your Self Service Effective?
Volume VI, Issue 4,
April 1, 2005 - Are You Satisfying Your Customers?
Volume VI, Issue 5, May 1, 2005 -
Change Management
Extra...First Call Resolution: What About That
14%?
Volume VI, Issue 6, June 1, 2005 -
Spring Garden
Volume VI, Issue 7, July 1, 2005 -
Ask the Customer
Volume VI, Issue 8, August 1,
2005 - What Are You Committed To?
Volume VI, Issue 9,
September 1, 2005 - Communication Is Not A 4-Letter Word!
Volume VI, Issue 10, October 1, 2005 -
Customer Churn: Do You Measure It?
Volume VI,
Issue 11, November 1, 2005 - Five Factors that Influence Employee
Retention
Volume VI,
Issue 12, December 1, 2005 - Take Care of Your Employees
Volume VII,
Issue 1, January 1, 2006 - Can You Hear Me Now?
Volume VII, Issue 2,
February 1, 2006 - Are You Taking Care of Your Employees?
Volume
VII, Issue 3, March 1, 2006 - Classroom Training is Alive and Well
Volume
VII, Issue 4, April 1, 2006 - Customer Service Customers - Patient or
Impatient
Volume
VI, Issue 5, May 1, 2006 - Find Your Customer's Why
Volume
VI, Issue 6, June 1, 2006 - First Call Resolution: What About That 14%?
Volume VI,
Issue 7, July 1, 2006 - Call Volume Spikes
Volume VII,
Issue 8, August 1, 2006 - Talk to Your Customer
Volume
VII, Issue 9, September 1, 2006 - Updated Training Information
Volume VII,
Issue 10, October 1, 2006 - You Want To What? Cancel?
Volume VII, Issue 11, November 1, 2006, Online Transaction Failures
Volume
VII, Issue 12, December 1, 2006, A Special Xmas Poem
Volume VIII, Issue
1, January 1, 2007 - Our New Year's Wish for You
Volume VIII,
Issue 2, February 1, 2007 - Training Update
Volume VIII, Issue
3, March 1, 2007 - How Much Time Do You Spend on the Computer?
Volume VIII, Issue 4, April 1, 2007 - Customer Satisfaction Levels Are
Once Again Down
Volume VIII, Issue
5, May 1, 2007 - How do You Capture Caller Feedback?
Volume VII, Issue 6,
June 1, 2007 - Customer Service is Declining Again
Volume VIII,
Issue 7, July 1, 2007 - First Call Resolution and Offshoring Study
Results
Volume VIII,
Issue 8, August 1, 2007 - Abandoned Calls
Volume
VIII, Issue 9, September 1, 2007 - Customer Expectations/Satisfaction
Volume VIII, Issue 10,
October 1, 2007 - Customer Satisfaction with Call Centers
Volume
VIII, Issue 11, November 1, 2007 - Retention and Offshoring
Volume VIII, Issue 12, December 1, 2007 - Chute Packer
Volume VIX, Issue
1, January 1, 2008 - Appendicitis?
Volume VIX,
Issue 2, February 1, 2008 -Training Update
Volume VIX, Issue 3, March 1, 2008 - What Makes A Good Customer Call
Experience?
Volume VIX,
Issue 4, April 1, 2008 - Voice Verification vs Speech Recognition
Volume VIX, Issue
5, May 1, 2008 - We, the People
Volume VIX, Issue
6, June 1, 2008 - The Sad State of Customer Service
Volume XIX, Issue 7, July 1, 2008, Purchase Decision Influences in 2008
Volume XIX,
Issue 8, August 1, 2008, Customer Satisfaction Surveys
Volume
XIX., Issue 9, September 1, 2008 Customer Service Bill of Rights
Volume
XIX, Issue 10, October 1, 2008, What Motivates Your Employees?
Volume
XIX, Issue 11, November 1, 2008 - The Quality of Customer Service
Volume XIX, Issue
12, December 1, 2008 - First Call Resolution Revisited
Volume XX, Issue
1, January 1, 2009 - Happy New Year
Volume XX,
Issue 2, February 1, 2009 - Economic Downturn: An Opportunity?
Volume XX, Issue
3, March 1, 2009 - Are You In Denial?
Volume XX,
Issue 4, April 1, 2009 - To Train or Not to Train
Volume XX,
Issue 5, May 1, 2009 - To Coach or Not to Coach
Volume XX,
Issue 6, June 1, 2009 - First Call Resolution Visited Again
Volume XX,
Issue 7, July 1, 2009 - First Call Resolution: How to Measure
Volume XX,
Issue 8, August 1, 2009 - Conflict Management Training
Volume XX, Issue 9, September 1, 2009 - The Impact of Training on
Turnover
Volume XX, Issue
10, October 1, 2009 - The Impact of Conflict Management Training on
Customer Service Delivery
Volume XX, Issue 11, November 1, 2009 - Presenteeism in the Workplace
Volume XX,
Issue 12, December 1, 2009 - FCR Once Again Revisited
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