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.

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.

The leading edge never felt so smooth and understandable. Author, speaker and thought leader, Rosanne D’Ausilio brings her unique brand of service-oriented insight to her work.  Rosanne
chose the right name for her company: Human Technologies. She never forgets that people are at the heart of technical advancement and service excellence. Her professional integrity and perfectionist’s approach to problem solving have made her a resource people turn to for fresh thinking and practical solutions.She is seen by many as a Johnny Appleseed of best practices, spreading around her helpful hints, which grow and add value wherever they take root.