Articles

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• What Motivates Your Employees?  Intrinsic vs Extrinsic Values
   
• Come Fly With Me?
   
• Lost Luggage
   
• Purchase Decision Influences in 2008
   
• We, The People
   
• Training Update for 2008
   
• Customer Satisfaction Surveys
   
• Customer Service - Customers' Patience (Or Impatience)
   
• Customer Satisfaction Levels Are Once Again Down
   
• Do You Know Your Customer Demographics?
   
• The New York Journal News Featured Article on me at http://www.nyjournalnews.com/apps/pbcs.dll/article?AID=/20070813/BUSINESS01/708130320/1206
   
• The 5 W's of World Class Customer Service Training  
   
• Featured articles on Ask the Expert SupportIndustry.com
  World Class Customer Service
  First Call Resolution: What About That 14%?{
  Are You Taking Care of Your Employees?
   
• What Makes A Good Customer Call Experience? http://news.tmcnet.com/news/2007/05/16/2631475.htm
   
• Good News About Training  
   
• How Excellent Customer Service Creates Great Organizations
   
• Think and Grow Rich http://news.tmcnet.com/news/-dausilio-think-grow-rich-/2007/01/16/2247376.htm
   
• How To Kick Your Customer Service Up A Notch
   
• The Human Touch Will Never Be Replaced
   
• Identity Theft and You
   
• Do You Multitask?
  
  
• Training and ROI, Worldwit Thinking Aloud August 30, 2004
  
• The Importance of First Call Resolution - Call Center Research.  Go here now  http://callcenterinfo.tmcnet.com/Analysis/articles/1580-importance-first-call-resolution.htm

• The Impact of Conflict Management Training on Customer Service Delivery
  
• Customer Service and The Human Experience (RecognizeService Excellence.com) and HDI Industry Insider eNews & Views at
  www.thinkservice.com/industry-insider/articles/article167.htm
  Click here  and also go here http://ebooksdeal.com/articles/13016.shtml
  
• Workforce Optimization: Combining People, Processes and Technologies
   
• Educating Customers: A Win-Win Strategy.  Rural Communications Interview with Rachel Brown, November-December 2005, p. 37-43.
  
  
• Using Emerging Technology for Acquiring, Training and Retaining CSR's
  
  
• Humanizing Your Call Center
  
  
• How Do I Deal With the Calls From Hell? -- Operations & Fulfillment Magazine, October 2002, pp 78-90.
  
  TMCnet.com - Monthly Columnist on Call Center Training 
  Rosanne's Column
  
  Online Monthly Newsletter. Click here to subscribe.

      "Tips" newsletter on How To Kick Your Customer Service Up A Notch is available at www.HumanTechTips.com, or click here Tips Newsletter

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