insights, objective advice, and resources for service
and support professionals, given in the spirit of
Table of Contents
Explore Your Options
you heard of, or personally experienced, customer service
so incredible you tell everyone about it? Those of
us in the service and support industry expect even
higher service than most - we demand it!
travel on a regular basis. When there are flight
delays I might arrive at a hotel in the very late hours
of the night. So late sometimes that getting any food is out of
the question. When you are in the middle of
nowhere and there isn't anything open you can get pretty
nasty on an empty stomach.
one occasion, I arrived after midnight, and was in this
situation. The can of Campbell's soup in my
suitcase wasn't going to be very helpful without a can
opener and microwave. The
Marriott's desk clerk offered to open the can and heat
it up. But it didn't stop there. He
encouraged me to go up to my room and get settled in and
would bring it to me.
about 15 minutes, after I got to my room, the gentleman
arrived at my door with a tray, covered with a small
tablecloth, silver, a beautiful bowl, crackers on the
side and a glass of cool water with lemon. It will
be hard to ever forget having my own can of Campbell's soup delivered
on a tray by this kind, and thoughtful Marriott employee
who went beyond any of my expectations.
Remember one of your most extraordinary customer service
experiences. Think how it made you feel.
Offer someone exemplary service today.
memory they won't forget.
Wishing you positive days and much success,
you have resources, favorite books, an article or
personal story to share, please email me at
mailto:Ivy@hthts.com. We will share your story and
resources with our readers in future issues and on our
the Change to VoIP
hottest wave in technology today is the move to VoIP
(Voice over Internet Protocol). According to
various industry analysts in 2003 there were only about
300,000 subscribers and they are predicting anywhere
from 2-5 BILLION subscribers by the end of 2005.
It is written that 90% of telephone costs can be reduced
by moving to a VoIP system.
Given the opportunity to be a speaker at Interactive
Seminar Series in March, I was afforded the chance to
get an even more in-depth look at this technology. My
speech was about embarking on the journey to VoIP,
addressing key considerations for why and why not to
move forward. My slides are posted on our website
The other speakers, at this seminar, included Rich Tehrani, from TMC
(Internet Telephony) and experts from Interactive
Intelligence's team who shared a wealth of information
and upcoming trends in this technology.
companies are being somewhat cautious in moving forward
to a VoIP infrastructure. People are hesitant to let go
of their analog phones. Its an odd feeling to
think that you could work from anywhere; in the physical help desk
or contact center, from home or the car, and in any country
in the world. What's impressive about this is you
can share one number with people and the system can find
you no matter where you are. It can ring multiple
lines (home, cell, work) at the same time and wherever
you are, you simply answer. There are no long
distance charges using this model either.
If you can get a connection to the
Internet, you can use VoIP.
why would you do this, you might ask? One of the
compelling reasons that get people looking at the option
first is the cost savings. For many companies, the
elimination of any long distance charges can result in
savings exceeding $20,000, $50,000, even $100,000s of dollars
There are far more positive reasons to move to VoIP but
there are some key considerations to be aware of before
you jump on board. None of them should prevent you
from moving forward. It is just important to be
aware of these and make the appropriate considerations.
For information on VoIP Federal &
State Regulatory Action Overview visit
Poor, choppy reception is a very
real concern if you don't have a dedicated line so
it preferable to be sure you have one in place. The
auditory volume of the calls tends to be reduced, so
having a volume control on the receiving phone is
The other major concern is that if
you dial 911 and you are out of the area, the caller
id on your phone does not identify your "actual"
location. This is a very real concern but
there are ways to address this situation. Many
VoIP vendors are quickly making modifications to
their systems to ensure this won't be an issue.
They are calling it e911.
why hire high tech high
specialize in contact centers and help
desks so we know contact centers and
help desks in-depth from every single
and system integration services solve the
unique problems that plague customer contact
centers and help desks worldwide.
We are among the
most experienced and effective help desk and
contact center consulting firms in the world.
Our service offerings
are comprehensive and come from an enterprise
viewpoint in managing your customer touch-points.
We will make
any contact center or help desk world-class.
we guarantee it!
Explore Your Options
means to gain optimal value from your call center is
getting the people to have a change in mindset.
It's crucial to get them to think more along these
lines. A book that will offer some great ideas
along these lines is "Sacred Cows Make the Best Burgers"
by Robert Kriegel. It's an excellent read.
Buy it now.
to the business, not overhead
solving business problems
activity should contribute to the bottom line
Eliminate unnecessary tasks
factors are key to how much success can be gained from the
frontline and helping them to have a change in mindset.
Companies often hire people who will work for the lowest wages,
put in long hours, work undesirable shifts, and accept not
getting extras like medical insurance, holiday pay and pensions.
Some of the
best ways to address the results from these hiring factors is to
implement a formal mentoring program, help people with their
personal development and growth, understand clearly what
motivates each individual, provide lots of opportunities for
training, and frequent communication.
following section of resources should help you to address some
of these considerations. Remember, "it's always all about
Be sure to
visit our booklist at
for more resources. Ivy's Slides include resources as
well. You will find them posted at
following resources apply to people factors.
"Is knowledge management truly a viable solution
to use in a help desk or call center? I say it is a
resounding yes, but unfortunately most companies have not fully
embraced building and maintaining this invaluable repository of
information. It seems sometimes executive and management
teams don't see the value of providing the necessary staff to
develop this invaluable resource."
"Allocating one primary and one backup person to
be full time knowledge managers, is a small investment when you
can realize a 20-25% increase in problem resolution and 10-15%
reduction in call durations on the frontline. Customer
satisfaction and loyalty increases, retention goes up, and more
accurate answers are provided to the customers."
the value of knowledge management by simply building a
Blog, one form of a knowledge base, for your own internal group.
If the data added to the Blog is useful, I guarantee you will
see a benefit almost immediately. Try it now - it's easy!
Show them how important building and maintaining a repository of
knowledge is for the company."
A few good books to read on the
topic of VoIP are listed here. There
are other suggested readings on our website at
VoIP For Dummies (For Dummies (Computer/Tech)) by
Timothy V. Kelly
Introduction to IP Telephony : Why and How Companies
are Upgrading Private Telephone Systems to use VoIP
Services [DOWNLOAD: PDF] by Lawrence Harte
Taking Charge of Your VoIP Project by John Q.
Walker, Jeffrey T. Hicks
large list of VoIP books visit
our website for more resources and learn how we can
build you a world-class service and support center.
Since our last newsletter we have
added a lot more to our website. You can now
purchase books from Amazon.com right from our booklist.
You don't have to put it off now, just buy them while
you're thinking about it!
I am very sorry for the little
surprise, for those, who clicked on our weblink that was
noted in the first paragraph in the last issue. I did
not intend to send you to "mail-order brides". I
accidentally left the "s" off our web address.
We did learn that lots of you actually tried to visit our site.
Thank you so much for that and for letting us know about
Once you arrived at our "real" website,
many, many kind words about how much you
enjoyed our site were shared with us. We really appreciate your testimonials!!
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