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CCI has announced two new certification courses for your supervisors and team leaders and for your front line - Customer Care Supervisor Certification Course and Customer Care Professional Certification Course. |
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Monday, 22 December 2008 |
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Catering to consumers put off by the accents of Bangalore, Manila and other call-center hubs around the globe, Dell will guarantee — for a price — that the person who picks up the phone on a support call will be, as company ads mention in bold text, "based in North America." |
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Friday, 19 December 2008 |
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With tough economic times looming, customer service will become more important than ever, say the experts. With sinking stocks on Wall Street and once prominent institutions such as AIG, Lehman Brothers and Merrill Lynch on the ropes, retailers and manufacturers need to find a way to move forward and ease the angst of their customers. |
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Thursday, 18 December 2008 |
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A brand delivers its experience through multiple touch points. There are a lot of opportunities to interact with customers and this is where it is key for the employees to form part of that branding experience. |
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Thursday, 18 December 2008 |
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If faced with the choice between a product offered at the same price in two stores, 68% of consumers cite free delivery as being the most important factor in their ultimate decision to purchase. |
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Thursday, 18 December 2008 |
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The next 12 months are threatening to be far tougher for organisations than the last. So what has the world of customer relationship management taught us this year that will stand us in good stead for 2009? |
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Wednesday, 17 December 2008 |
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Telecom service providers looking to improve customer service should concentrate on providing a consistent level of care across all platforms, including calling centers, email and Web self-service help. |
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Wednesday, 17 December 2008 |
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Leveraging technology through Web sites, interactive voice response systems and service e-mails are good ways to drive a positive customer experience during this recession. |
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Wednesday, 17 December 2008 |
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Customer satisfaction with retail web sites is slipping, according to ForeSee Results’ weekly holiday benchmark. After a small and nearly insignificant decline last week, satisfaction declines for the second week in a row, bringing it to 75.2 on the study’s 100 point scale. |
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Tuesday, 16 December 2008 |
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Who creates that great corporate culture? According to the majority of executives surveyed, it's company leaders. In fact, 90% contend a new leader can change a corporation's culture. |
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Friday, 21 November 2008 |
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