D'Ausilio, Rosanne 1941-

PERSONAL:

Born February 17, 1941, in Cleveland, OH; daughter of Jack (self-employed) and Pearl (a homemaker) Miller; children: Kevin Muchnick, Kimberly Muchnick. Ethnicity: "Caucasian." Education: California Coast University, Ph.D.

ADDRESSES:

Office—Human Technologies Global, Inc., 3405 Morgan Dr., Carmel, NY 10512; fax: 775-206-0290. E-mail—rosanne@human-technologies.com.

CAREER:

Human Technologies Global, Inc., Carmel, NY, president, industrial psychologist, and publisher of Champion for the Human Press. Formerly worked as marketer and producer of computerized trade shows in the United States and abroad.

WRITINGS:

Wake Up Your Call Center: How to Be a Better Call Center Agent, Purdue University Press (Ashland, OH), 1999, 4th edition published as Wake Up Your Call Center: Humanize Your Interaction, 2006.

(With Jon Anton) Customer Service and the Human Experience, Champion for the Human Press (Carmel, NY), 2006.

Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck, with deck of cards, Purdue University Press (Ashland, OR), 2006.

Columnist for the Internet Web site TMCnet.com. Author of the newsletter How to Kick Your Customer Service Up a Notch! Contributor to other industry newsletters.

SIDELIGHTS:

Rosanne D'Ausilio told CA: "The world of (poor) customer service propelled me into writing. I presented at a conference in Los Angeles and was asked to write a book about what I speak about—the human side of customer service.

"The most surprising thing I've learned is that there is a real need for books like mine—for people to hear about balance between technology and the human, that we may evolve as humans but will never be replaced by machines. My favorite book is Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck. It's what gets me through the day. There are four topics—attitude, humor, work-life balance, and motivational and inspirational readings—and I randomly open the book, read what is on that page, and time and again it's just what I need to hear that day.

"I hope my contribution will be to shift how front lines are seen and their importance to the organization and the bottom line, so that we don't forget that ‘we, the people, are what makes the difference.’"

BIOGRAPHICAL AND CRITICAL SOURCES:

ONLINE

Human Technologies Global Web site,http://www.human-technologies.com (November 19, 2006).