Ph.D., an industrial psychologist, consultant, master trainer,
best selling author, executive coach, customer service expert,
and President of Human Technologies Global, Inc., specializes
in human performance management. Over the last nearly 25 years,
she has provided needs analyses, instructional design, and customized,
live customer service skills trainings as well as executive/leadership
coaching. 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 7 best sellers “Wake
Up Your Call Center: Humanize Your Interaction Hub,” 4th
ed, “Customer Service and the Human Experience,” “Lay
Your Cards on the Table: 52 Ways to Stack Your Personal Deck (includes
32-card deck of cards)—motivational and inspirational readings,
How to Kick Your Customer Service Up A Notch: 101 Insider Tips,
How to Kick Your Customer Service Up A Notch: ANOTHER 101 Insider
Tips, The Expert’s Guide to Customer Service, and hot off
the press The Expert’s Guide to Customer Service Volume
as well as her popular complimentary ‘tips’ newsletter
on How To Kick Your Customer Service Up A Notch (www.HumanTechTips.com)!
Rosanne is also a Certified Call Center Benchmarking Auditor
through Purdue University's Center for Customer Driven Quality.
This certification training focuses on the access and use of
key performance data to help better understand benchmarking results
so as to advise on practical solutions for improvement.
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 and was one
of the first 150 people to attain CMP (Certified Meeting Professional)
certification in 1987.
She is a columnist
for TMCnet.com, Ask the Expert at supportindustry.com, and The
National Networker. She represents the human element on the Advisory
Board of an Italian software company, authors numerous articles
for industry newsletters, and is a much sought after dynamic,
vibrant, internationally prominent keynote speaker.