12407 Mopac Expressway North
#100-199
Austin, Texas 78758-2429
1.800.795.0493
http://www.superbspeakers.com
- After Dinner
- Keynote
- Workshop Leader
- Consultant - Process
- Seminar Leader
- Change Management
- Stress Management
- Conflict Resolution
- Powerful Communication
- Empathetic Responsiveness
- First Call Resolution
- Call Center
- The 5 W’s of World Class Customer Service
- Customer Service and The Human Experience
- Communication is Not a 4-Letter Word!
- Benchmarking, Best Practices and Beyond
- How to Define, Measure and Improve First Call Resolution
- Call Center
"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."
Manager – Sales Training & Communication
Delta Air Lines, Inc.
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"Excellent, powerful presentation and speaker. Great ability to field questions and tie into presentation."
Customer Service Manager
3M – Health Information Systems
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"I have had the pleasure of working with Rosanne D’Ausilio for the past several years. She has been a consistent speaker and advisory board member for DCI’s annual Help Desk Professionals Conference. Her speaking ability is incredible and her deliverables are always met early or on time.
She interacts with the audience within the conference session and provides them with information they can immediately implement upon return to their office. She scores amongst the highest of DCI speakers, usually scoring a 9 out of 10. Her last speaking engagement with DCI proved to be a perfect 10 out of 10 for her session.
I highly recommend Rosanne D’Ausilio for a speaking engagement."
Conference Manager
DCI
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"Dr. Rosanne D'Ausilio has energized the human side of today's contact center!
Her book, "Wake Up Your Call Center " is a true call to excellence and her frequent presentations to managers and agents elevate, motivate and inform
her audiences.
Rosanne's passion for her subject, along with her dynamic speaking style, have given her a unique position among industry keynoters
worldwide."
President & CEO
BenchmarkPortal, Inc
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"As the chair of conferences and conference tracks for Help Desk Professional Association, I see a lot of speakers--both effective and poor ones.
Rosanne is one of the best speakers at our events, and consistently receives a score of "10" every time she speaks. She contributes a lot to our events and goes above and beyond our expectations."
CEO
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Rosanne D'Ausillo, PhD is author of current best selling books:
Wake Up Your Call Center: Humanize Your Interaction Hub in its 4th edition (Purdue University Press, 2005)
Customer Service and The Human Experience (Anton Press, 2003)
Lay Your Cards On the Table: 52 Ways to Stack Your Personal Deck (Purdue University Press, 2005)
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Biography for Rosanne D'Ausilio, Ph.D.:
ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, 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,” in its 4th edition, “Customer Service and the Human Experience” (co-authored with Dr. Jon Anton) and just released “Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck, all available at www.human-technologies.com. New is a free ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! Request details through www.superbspeakers.com
Rosanne is also a Certified Call Center Benchmarking Auditor through Purdue University's Center for Customer Driven Quality. This certification training focused on the access and use of key performance data to help better understand benchmarking results so as to advise on practical solutions for improvement.
The Impact of Conflict Management Training on Customer Service Delivery—Rosanne’s case study in partial fulfillment of her doctoral degree--took place at a utility’s call center. At their request, it focused on their longest and hardest call—a complaint call. The results, not only statistically significant for academia, had quite an impact on the center’s bottom line. By the utility’s calculations, it saved $325,000 annually, or the equivalent of twelve agents.
She sits on the Advisory Board of Help Desk Professional Association, is a columnist for TMCnet.com, and represents the human element on the Advisory Board for an Italian software company. She authors numerous articles for industry newsletters, her web ezines, magazines and trade publications, and is a much sought after dynamic, vibrant, internationally prominent keynote speaker.