Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition

Business, Money & Investing

By Rosanne Dausilio

Publisher : Purdue University Press

ABOUT Rosanne Dausilio

Rosanne Dausilio
ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management, providing needs analyses, instructional design, and customized, live cu More...


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.

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."