Dr. Rosanne D'Ausilio
Guest InstructorYears Experience: 23
Education: -
Biography:
ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, master trainer, consultant 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 as 'the practical champion of the human,' she authors the best sellers “Wake Up Your Call Center: Humanize Your Interaction Hub,” 4th ed, “Customer Service and the Human Experience” (co-authored with Dr. Jon Anton) and Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck (includes a 32-card deck of cards), available at www.human-technologies.com. New is a free ‘tips’ newsletter on How To Kick Your Customer Service Up A Notch! at www.HumanTechTips.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.
For 10 years prior to starting her own organization, Rosanne had responsibility for marketing, budgeting, promoting and ultimately producing domestic and international computerized trade shows in the US, London, Belgium, and Frankfurt. She inaugurated, created, trained and directed a telemarketing on-site staff (which today would be called a ‘call center’).
She sits on the Advisory Board of Help Desk Professional Association, is a columnist for TMCnet.com on Call Center Training, and represents the human element on the Advisory Board for an Italian software company. She authors numerous articles for industry newsletters, and is a much sought after dynamic, vibrant, internationally prominent keynote speaker.
