Rosanne D'Ausilio, Ph.D.
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
Patricia D. Hamilton,
Manager-Sales Training & Communications, Delta Air Lines, Inc.
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:
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.
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
Rosanne D'Ausilio, Ph.D.
Dr. Rosanne D’Ausilio’s Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck gives the reader diverse practical ways to simplify and survive with a smile.
D’Ausilio, known as ‘the champion of the human,’ uses unique, pithy, and out-of-the-ordinary observations, to inspire, provoke, calm, and recharge in a world that continues to move faster and change daily.
Many of the author’s stories are accompanied by intriguing and expansive graphics and photos allowing for a bit of meditation.
The author’s previous two books have dealt with the human aspects of one of the more stressful and demanding areas of business – the call center industry.
Her latest work takes some lessons learned in that arena and adds more inspiration to create a work that gives one a hand to deal with tenuous times.
Kick Your Volume II
Rosanne D'Ausilio, Ph.D.
The leading edge never felt so
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