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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.
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.
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.
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.