Customer Service Skills Training, Customer Service Experts

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

Volume XXI, Issue 1, January 1, 2010 - Happy New Year

Volume XXI, Issue 2, February 1, 2010 - Techniques for Measuring FCR

Volume XXI, Issue 3, March 1, 2010 - A Whale of a Tale

Volume XXI, Issue 4 April 1, 2010 - Managing Relationships

Volume XXI, Issue 5, May 1, 2010 - Training Update and My 2 Cents

Volume XXI, Issue 6, June 1, 2010 - Where Do You Find Good Ideas?

Volume XXI, Issue 7, July 1, 2010 - Find Your Customer's Why 

Volume XXI, Issue 8, August 1, 2010 - Can You Hear Me Now?

Volume XXI, Issue 9, September 1, 2010 - Are You Managing or Parenting Your Staff?

Volume XXI, Issue 10, October 1, 2010 -  Do You Have Engaged Employees?

Volume XXI, Issue 11, November 1, 2010 - What Motivates Your Employees?

Volume XXI, Issue 12, December 1, 2010 - Do You C.A.R.E. for Your Customers?

Volume XXII, Issue 1, January 1, 2011 - Customer Service as the Differentiator

Volume XXII, Issue 2, February 2, 2011 - Social Media Is Still A Challenge

Volume XXII, Issue 3, March 1, 2011 - How Many Applications to View Your Customers?

Volume XXII, Issue 4, April 1, 2011 - First Call Resolution: Still #1 Driver of Customer Satisfaction

Volume XXII, Issue 5, May 1, 2011 - Customer Service and Grey's Anatomy

Volume XXII, Issue 6, June 1, 2011 - Take the Pulse of Your Company

Volume XXII, Issue 7, July 1, 2011 - FCR Revisited Yet Again

Volume XXII, Issue 8, August 1, 2011 - Common Phrases that Irritate

Volume XXII, Issue 9, September 1, 2011 - Sitting too Long?

Volume XXII, Issue 10, October 1, 2011 - 12 Attributes of a Truly Great Place to Work

Volume XXII, Issue 11, November 1, 2011 - Find What You Love

Volume XXII. Issue 12, December 1, 2011 - The KASH-Flow of Life

Volume XXIII, Issue 1, January 1, 2012 - 5 Best Practices to Improve Customer Service

Volume XXII, Issue 2, February 2, 2012 - No is the New Yes

Volume XXII, Issue 3, March 1, 2012 - Make Room at the Meeting Table--for Your Customer

Volume XXII, Issue 4, April 1, 2012  - 12 Customer Do's and Don'ts

Volume XXII, Issue 5, May 1, 2012 - Spring Garden

Volume XXII, Issue 6, June 1, 2012 - To Inspire Others, It's How You Do It That Counts

Volume XXII, Issue 7, July 1, 2012 - 9 Beliefs of Remarkably Successful People

Volume XXII, Issue 8, August 1, 2012 - Feet on the Street

Volume XXII, Issue 9, September 1, 2012 - The Powerful Impact of Wellness Initiatives on Agent Performance (and the Bottom Line)

Volume XXII, Issue 10, October 1, 2012 - This Is The Biggest Reason Talented Young Employees Quit Their Jobs

Volume XXII, Issue 11, November 1, 2012 - In 1973, Managers Could Work 23 Minutes Without Distraction. And Today?

Volume XXII, Issue 12, December 1, 2012 - 10 Leadership Practices to Stop Today

Volume XXIII, Issue 1, January 1, 2013 - To Be A Good Leader, First Be Human

Volume XXII, Issue 2, February 1, 2013 - 4 Ways to Wow Your Customers with Excellent Customer Service

Volume XXII, Issue 3, March 1, 2013 - 11 Simple Concepts to Become a Better Leader

Volume XXII, Issue 4, April 1, 2013 - What It Really Takes to Succeed

Volume XXII, Issue 5, May 1, 2013 - 10 Key Secrets to Intuition

Volume XXII, Issue 6, June 1, 2013 - 7 Design Principles Inspired by Zen Wisdom

Volume XXII, Issue 7, July 1, 2013 - 8 Things Productive People Do During the Workday

Volume XXII, Issue 8, August 1, 2013 - The Unexpected High Cost of a Bad Hire

Volume XXII, Issue 9, September 1, 2013 - How A Painting From 1925 Inspired Ford's Customer-Focused Future

Volume XXII, Issue 10, October 1, 2013 - 10 Tell-Tale Signs of a Bad Boss

Volume XXII, Issue 11, November 1, 2013 - 80% of Businesses Believe...

Volume XXII, Issue 12, December 1, 2013 - 6 Habits to Help Ride The (Inevitable) Wave of Work Stress

Volumer XXIII, Issue 1, January 1, 2014 - 6 Easy Ways to Reduce Stress

Volume XXIII, Issue 2, February 1, 2014 - The Neuroscience of Effective Leadership

Volume XXIII, Issue 3, March 1, 2014 - Are You Parenting or Managing Your Staff?

Volume XXIII, Issue 4, April 1, 2014 - 6 Habits of Resilient People

Volume XXIII, Issue 5, May 1, 2014  - 5 Ways to Inspire and Encourage Everyone You Work With

Volume XXIII, Issue 6, June 1, 2014 - The Most Valuable Word in the Economy of Human Interaction

Volume XXIII, Issue 7, July 1, 2014 - 3 Things Your Employees Want More Than Money

Volume XXIII, Issue 8, August 1, 2014 - Generational Differences and Improving Communication

Volume XXIII, Issue 9, September 1, 2014 - Embrace the Chaos: How to Reduce Stress in 5 Easy Steps

Volume XXIII Issue 10, October 1, 2014 - The 4 Essential Elements to Getting Your Point Across

Volume XXIII, Issue 11, November 1, 2014 - Turn Crises into Opportunities with Coaching

Volume XXIII, Issue 12, December 1, 2014 - Why Thankful People are Happier and Healthier

Volume XXIV, Issue 1, January 1, 2015 - Lessons Learned

Volume XXIV, Issue 3, March 1, 2015 - How One Simple Change Can Make You A Better Listener

Volume XXIV, Issue 4, April 1, 2015 - 4 Strategies To Change Your Habits That Actually Work

Volume XXIV, Issue 5, May 1, 2015 - 4 STRATEGIES TO MASTER THE ART OF DELEGATION

Volume XXIV, Issue 6, June 1, 2015 - 12 Lessons from Business Leaders' Moms

Volume XXIV, Issue 7, July 1, 2015 - 6 Simple Habits that Can Save You Hours

Volume XXIV, Issue 8, August 1, 2015 - 9 Reasons Communication Fails

Volume XXIV, Issue 9, September 1, 2015 - 5 Ways to Finally Stop Wasting Your Time

Volume XXIV, Issue 10, October 1, 2015 - Success Strategies

Volume XXIV, Issue 11, November , 2015 - 50 Rules that will Help you Become an Exceptional Leader

Volume XXIV, Issue 12, December 1, 2015 - Top CEO's Share their Secrets of Legendary Customer Service

Volume XXV. Issue 1, January 1, 2016 - What do you Want to Take into 2016?

Volume XXV, Issue 2, February 1, 2016 - 18 Things Successful People Do in the First 10 Minutes of the Workday

Volume XXV, Issue 3, March 1, 2016 - 15 Habits that will Totally Transform Your Productivity

Volume XXV, Issue 4, April 1, 2016 - How to Keep Your Workday on Track

Volume XXV, Issue 5, May 1, 2016 - The Right Way to End a Meeting

Volume XXV, Issue 6, June 1, 2016 - 15 Lessons in Creativity

Volume XXV, Issue 9, September 1, 2016 - 7 Daily Habits of Exceptionally Successful People

Volume XXV, Issue 10, October 1, 2016 - 10 Little Things Successful People do Differently

Volume XXV, Issue 11, November 1, 2016 - Napoleon Hill's 17 Principles of Personal Achievement

Volume XXV, Issue 12, December 1, 2016 - It's Not the Bottom, It's the Foundation

Volume XXVI, Issue 1, January 1, 2017 - What do You Want to Take into 2017?

Volume XXVI, Issue 2, February 1, 2017 -  7 Mistakes Successful People Don’t Make Again

Volume XXVI, Issue 3, March 2, 2017 - The Human Experience

Volume XXVI, Issue 4, April 1, 2017 - 5 Simple Things the Most Incredibly Respected Bosses Do (Every Single Day).

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