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Michael Barbagallo

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Other, Shenandoah Analytics

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Michael Barbagallo is a freelance industry analyst and consultant focusing on contact centers and unified communications in contact centers. He has almost 20 years in the contact center industry and has experience with most every contact center function. Most recently ...

Michael Barbagallo is a freelance industry analyst and consultant focusing on contact centers and unified communications in contact centers. He has almost 20 years in the contact center industry and has experience with most every contact center function. Most recently Michael was the senior analyst for contact centers at Current Analysis. Prior to Current Analysis, Michael held various contact center management positions with Fannie Mae, Apollo Health Street, and SER Solutions.

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WEB: My Articles

Oct. 24, 2011

Michael Barbagallo and 17 other people answered this question

What do you think is the top driver of customer loyalty?

In a recent survey by Genesys, 78% of respondents said they switched vendor because of a negative customer service experience. In another survey (this one by American Express) respondents said they would even pay more for good customer service. Finally is yet another survey, 65% ... more

Customer Service

Customer Experience

Customer Loyalty

Oct. 24, 2011

Michael Barbagallo and 17 other people answered this question

What is the key to teamwork?

I see trust a lot. But before trust can be established, parties need to become familiar with each other and to become familiar they needs to be able communicate openly and honestly. The more parties interaction, the more familiar they will become with each other ... more

Human Resources

Information Technology

Oct. 6, 2011

Michael Barbagallo and 25 other people answered this question

As a manager, what drives you the most crazy about running a meeting?

I do not confront them in the meeting -- That would waste more time and does not look good for them or me. I speak personally and off line and the excuses are what you may think -- No time, some one else's fault, etc. ... more

Human Resources

Sept. 29, 2011

Michael Barbagallo and 2 other people answered this question

Do you think Amazon's new $199 tablet will hurt sales of the Apple iPad?

I do not think so. The tablet market is new and not even close to saturation. There are a lot of people who are would like to have a tablet but cannot afford an iPad or just cannot see shelling out that kind of money ... more

Aug. 16, 2011

Michael Barbagallo recommends this answer by ram jalan

SITUATION: I've been unemployed for awhile. Should I accept a so-so job offer?

It is important to know the reason for unemployment first:
1. Is it because of recession?
2. Is it because of company shut-down?
3. Is it because of poor performannce?
4. Is it because of lack of knoweldge required for the job?
5. Is it due to a certain plan ... more

Human Resources

Career Development

Aug. 15, 2011

Michael Barbagallo and 27 other people answered this question

Is arguing on the internet a bad idea?

Debates are public so a logical, factual, and respectful debate is perfectly fine for the Internet. Even passion and passionate responses can be expressed in positive and constructive ways. However, arguments are personal and need to moved to an personal mode of communication. Public arguments ... more

Aug. 4, 2011

Michael Barbagallo and 52 other people answered this question

How much does correct spelling and grammar matter when blogging?

Words, grammar, and spelling are the tools of of the trade and should be used correctly. Using them incorrectly is like a carpenter using a sledgehammer to drive in finishing nails. It can be done, but it will leave big marks in the wood and ... more

May 17, 2011

Michael Barbagallo and 10 other people answered this question

What are your suggestions for strengthening existing relationships with customers?

Peter Drucker said “the essence of branding is building trust and long term business profitability ultimately depends upon building trust with consumers. Branding is all about building trust with consumers. When consumers can trust you – they’re more likely to buy from you”
The key is ... more

Customer Service

May 4, 2011

Michael Barbagallo and 15 other people answered this question

How important is business etiquette in today's competitive job market?

You catch more flies with honey than vinegar my grandmother would always say. Being confident, courteous, and communicative is always a good way to grab attention and make yourself remembered. more

Human Resources

Business Etiquette

March 22, 2011

Michael Barbagallo and 9 other people answered this question

What are the top features that no contact center should be without?

Every contact center will need some form of workforce management, quality assurance, and performance management solutions. Even if they are simple Excel spreadsheets. Combining what Mr. Filwood wrote (which is excellent) and Mr. Jacques wrote, these solutions provide tools that help management help agents do ... more

Customer Service

Information Technology

Contact Centers

Dec. 30, 2010

Michael Barbagallo and 2 other people answered this question

What is the value of coaching in the contact center?

You might want to ask how much will not coaching cost you. Or "How much is a customer worth"
If you do not coach you might as well place "Please visit our competitors because they will give you better service" on your IVR.
You have to coach ... more

Customer Service

General Management

Information Technology

Dec. 29, 2010

Michael Barbagallo and 2 other people answered this question

To set-up a new Contact Center, please itemise software/hardware needed?

The solutions you need depends on the size and scope of you contact center.
The Basics
* An ACD and multimedia interaction distribution solution
* Interactive Voice Response (IVR)
* A solution to monitor your agents and provide quality assurance
* A place to store your call RESULTS (order system. ... more

Contact Center Setup

Contact Center Techonology

Dec. 9, 2010

Michael Barbagallo and 2 other people answered this question

What are some basic technologies for call centers?

Nicki:
Mr. Schmier's list is extensive. I would add a way to reach out to customers through outbound dialing that enable blending inbound and outbound agents. There are some rules you need to know before implementing outbound but it is still a viable CC technology.
Please be ... more

Customer Service

Information Technology

Call Center Metrics

Dec. 9, 2010

Michael Barbagallo answered this question

What are some examples of Virtual call center technologies?

Jesse:
I need a bit more information. Are you looking for a hosted contact center or allow agents and supervisors to work from home?
Michael Barbagallo
Principal And President
Shenandoah Analytics more

Customer Service

Information Technology

Call Center Technology

Dec. 2, 2010

Michael Barbagallo and 2 other people answered this question

Is the adage 'the customer is always right,' still true?

The customer may not be right, but they do need to be listened to. they need to be respected and ALL their concerns need to be addressed. If what they are asking is not possible, alternatives should be suggested. A workable and mutually acceptable solution ... more

Customer Service

Customer Experience

Customer Retention

Customer Service Feedback

Nov. 30, 2010

Michael Barbagallo recommends this answer by Mikael Blaisdell

Why is having a strategy for your contact center technology necessary?

Strategy drives process, process in turn dictates both the organizational structure and how you train the team in their skill sets for the work. If you don't have a strategy, then you have no foundation for effective decision-making about any of the aspects of the ... more

Customer Service

Information Technology

Contact Center Setup

Nov. 29, 2010

Michael Barbagallo and 4 other people answered this question

What is your best tip for improving customer service through a call center?

Concentrate on your agents. Make sure they are happy and well trained. They will have the most contact with your customers and an unhappy or untrained agent will send customers to a competitor very quickly. #2 would be make sure the customers are not lost ... more

Customer Service

Contact Center Solutions

Contact Centers

Nov. 9, 2010

Michael Barbagallo and 2 other people answered this question

How can I make my contact center more green?

A quick solution is to make sure the agents turn their PCs off at night. You can even hook them into power strips and turn those off to ensure all electrical current is stopped.
Let the agents work from home a couple of days a week. ... more

Customer Service

Information Technology

Contact Center Setup

Oct. 7, 2010

Michael Barbagallo and 2 other people answered this question

How do you keep your customer service reps engaged?

There are three common elements to employee satisfaction:
1) The job (and work environment) needs to be interesting
2) The employee needs to feel appreciated
3) The employee needs to feel they are well informed
Start asking around and see if these are being fulfilled.
Also, you say that ... more

Customer Service

Customer Service Issues

Customer Service Reps

Oct. 1, 2010

Michael Barbagallo and 28 other people answered this question

Should customer service be taught?

Maybe not customer service but at least how customer service can effect the bottom-line. Also, any manager in the "fast track" should spend time in CS getting to know the business' customers.
Michael Barbagallo more

Customer Service

Human Resources

Corporate Learning

Sept. 28, 2010

Michael Barbagallo and 4 other people answered this question

IVR software in a contact center?

IVRs can help. But before investigating IVRs ask, "What do I want it to do?" If you are looking for ways to direct calls to the proper people then maybe it can help. That can also lead to unhappy customers if they have to weed ... more

Customer Service

Information Technology

Contact Center Software

Sept. 22, 2010

Michael Barbagallo and 8 other people answered this question

What technologies do I need for a successful customer service team?

Riley:
The technology you will need depends on what you mean by customer service. Are you creating a small call center or a kiosk at a mall? Please provide a bit more information such as what kind of customer service you will be providing, how will ... more

Customer Service

Information Technology

Customer Service Team

Sept. 16, 2010

Michael Barbagallo and 6 other people answered this question

Ways to improve staff retention in a customer call center?

Ask the ones who stay why they stay -- Then expand on that.

Customer Service

Call Center Recruiting

Contact Centers

Sept. 15, 2010

Michael Barbagallo answered this question

What are the benefits of using an autodialer?

It depends on what you mean by auto-dialer. Are you looking to do telemarketing and power-dialing a calling list or are you looking for ways to reach out to your customers. I hope it is the latter.
Dialers are effective tools for proactive customer support. For ... more

Customer Service

Autodialer System

Sept. 15, 2010

Michael Barbagallo and 15 other people answered this question

Which customer service activities increase customer loyalty?

Keep is simple. Simple to purchase, simple to contact a person if the customer has questions or comments (give them a choice also), simple returns, simple upgrades, simple redemption of rewards ... I think you get my drift.
Good Luck more

Customer Service

Contact Centers

Customer Loyalty

Sept. 15, 2010

Michael Barbagallo and 5 other people answered this question

What tools have helped you improve customer satisfaction?

I going to assume that because you want to improve customer satisfaction that you already are measuring it. If not, start there, and see Mr. Heinz comments above.
To improve customer satisfaction, as with any improvement process, start with the low hanging fruit, your people and ... more

Customer Service

Call Center Tools

Contact Centers

Sept. 13, 2010

Michael Barbagallo and 4 other people answered this question

How can I increase customer loyalty without increasing customer service operating costs?

Loyalty is earned through respect -- treat your customers like you would like to be treated then you have a good start. Before plunging into technology, look at your policies and people closely. Are your agents well trained and do they have flexibility to help ... more

Customer Service

Customer Loyalty

Customer Service Operating Costs

Following 2 Topics

Contact Center Technologies

Customer Service

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