World Class Customer Service: A Roadmap to Customer Satisfaction

Citrix Online’sGoToTraining Webinar – January 27, 2011 – World-Class Customer Service: A Roadmap to Customer Satisfaction, Presenter Rosanne D’Ausilio, PhD – Register http://tinyurl.com/22qnjjw Regards Rosanne D’Ausilio, PhD Customer Service...

Are Your Employees Engaged?

This month’s column for The National Networker’s The Retention Factor: Are Your Employees Engaged? is at http://tinyurl.com/2u7bzfa Enjoy. Comments, feedback, questions are encouraged. Regards Rosanne D’Ausilio, PhD Customer Service...

Last Chance to Register

Dear Subscriber, Last Chance to register for How to Leverage Customer Service to Increase Sales and Customer Loyalty today at 1 pm EST. http://tinyurl.com/3xtnvjh If you’re already registered, you need do nothing.  You’re all set.  Call in a few minutes before 1 pm...

Training’s Impact on Turnover

My latest column on Training’s Impact on Turnover in The National Networker is at http://tinyurl.com/2cw58qj Be sure to give us feedback, comments, questions. Regards, Rosanne D’Ausilio, PhD

The Impact of Training on Turnover

Agent turnover has always been, and continues to be, a chronically costly problem for call centers, a problem to be tolerated rather than solved. Average turnover in the contact center is reported at 40 to 50%. Respondents to a *FurstPerson survey reported an average...