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INDUSTRIES
INDUSTRIES
Enterprise Featured Article
April 13, 2007
Good News About Training
By I read a new poll by Robert Hall Technology (research firm), that answered the question: What steps, if any, are you taking to retain key people?
And the answers were:
63% Provide training or professional development
47% Offering flexible schedules
41% Increasing base compensation
31% Offering bonuses
23% No steps taken
9% Offering Equity incentives
4% Other
Further, it was reported that firms recognize the value of ongoing educational opportunities to enable employees to keep their skills current, and continue learning on the job.
I’m delighted to report this to you. We certainly know that providing training reduces turnover, increases customer satisfaction, as well as employee satisfaction — clearly win/win/win (you, employee, customer).
As a result of my case study in partial fulfillment of my doctoral degree (1986), the statistically significant results support the positive impact of customer service training especially on the bottom line. If anyone wants particulars on this, send me an e-mail.
Where do you fit in the above stats? Are you taking great care of your employees so they can take great care of your customers? If not, I suggest you create a training initiative today!
ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, and President of Human Technologies Global, Inc., specializes in profitable call center operations in human performance management. Over the last 20 years, she has provided needs analyses, instructional design, and customized, live customer service skills trainings. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.
Known in the industry as 'the practical champion of the human,' she is author of “Wake Up Your Call Center: Humanize Your Interaction Hub,” 4th edition, “Customer Service and the Human Experience” (co-authored with Dr. Jon Anton),“Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck (with a 32-card deck of cards),” all available at http://www.human-technologies.com. Also offered is a very popular free ‘tips’ newsletter on How to Kick Your Customer Service Up A Notch at http://www.HumanTechTips.com
She sits on the Advisory Board of Help Desk Professional Association, is a columnist for TMCnet.com on Call Center Training, represents the human element on the Advisory Board for an Italian software company, and authors numerous articles for industry newsletters, web ezines, and is a much sought after dynamic, vibrant, internationally prominent keynote speaker.
