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 Global 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.”