Heimspiele » Source: 2003 Purdue University

Many consumers are not feeling neutral about net neutrality-the indisputable fact that all content streaming into the Internet ought to be treated equally.


The words “net neutrality” sounds fair enough Ron Santo Youth Jersey , but what this really means is anything but neutral-if net neutrality legislation passes Congress, the businesses that are developing innovative new technology for the Internet and the consumers who wish to appreciate it will not be treated fairly.


Lobbyists for “net neutrality legislation” are currently asking Congress to pass a bill that will-in essence-stifle innovations for example Internet-based cable television programming and high-speed broadband networks that are currently being produced by companies such as Verizon and AT&T.


The legislation would force Internet service providers to offer the same speed to Internet companies regardless of the content. So a large business sending out video content would be charged the same as an individual blogger using less bandwidth. It only is sensible that Internet providers have the ability to set prices depending on bandwidth use.


Everyone else-consumers, businesses, broadband providers and the government-must pay a competitive price for that bandwidth they will use as well as for additional features like mobility.


The legislation is a lobbying effort promoted by Site interests Andre Dawson Youth Jersey , e-commerce sellers and bloggers who want special government treatment, simply for them-one government-set broadband price, with special rates and scenarios that consumers don’t get.


Essentially, net neutrality is simply special-interest legislation David Ross Youth Jersey , made to sound less self-serving.


Charging companies for example Google and Amazon for their use of the network could help fund new innovations which will one day benefit consumers.


Net neutrality could cause a slower, less responsible Internet; higher broadband prices and taxes for consumers; less diversity within the broadband department; slower broadband deployment to all Americans; and less privacy, because net neutrality would require more government monitoring and surveillance of Internet traffic.


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Statistics consistently reinforce that the biggest challenge in today's contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise--$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?

Research has been making a case for how spending in human performance areas such as training Joe Maddon Womens Jersey , translates into bottom line growth. Accenture's study on the impact of training on ROI has some interesting results. (Smith, David. Y. and Waddington, Ted. Running Training Like a Business: Determining the Return on Investment of Your Learning Programs, Outlook Point of View Jake Arrieta Womens Jersey , March 2003.)

First, in the area of recruitment, training opportunities were among the top three criteria people considered when deciding where they want to work (the others are the opportunity for advancement and a good benefits package). In the area of productivity, as a result of training Anthony Rizzo Womens Jersey , employees were:

17% more productive

20% higher performance levels relative to their peer group

Stayed with the company 14% longer

In the area of retention, employees who had access to the training were:

More than 2 times more likely to expect to be with the company in 2 years

More than 6 times more likely to think the company is a 'great place to work'

More likely to think they are fairly compensated

Dollar figures associated with their statistics for a fiscal year report the annual per person net benefit or $25,324. They multiplied this number by their 50,000 employees yielding a companywide benefit of training of $1.26 million. By dividing the benefit by the cost of one year of training ($358 million) Addison Russell Womens Jersey , researchers concluded that the ROI (at Accenture) is 353%.

Negative Customer Service Experiences?

How many of you know (and track) what percentage of your calls are bad experiences? Hopefully, you do know the number, and they're in the low single digits.

In a recent study, in answer to (1) did the agent satisfy your needs in the call Jason Heyward Womens Jersey , and (2) based on any negative experience, would you stop using this company and go to the competition? the results were:

Ages Would Stop Using the Company in the Future

18 - 25 100%

26 - 35 97

36 - 45 53

46-55 50

56-65 33

Over 65 63

Source: 2003 Purdue University