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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
PROCESSES
Financial Performance Can Hinge On Hiring, Orientation Details
Companies that focus on the details of hiring and job orientation and those that don’t do this work experience significant differences in financial performance and employee engagement, according to a review of human resources practices at 50 large U.S. companies
Monday, 26 February 2007
The Uneven Impact Of Outsourcing
The mere mention of outsourcing and its impact on the U.S. is enough to elicit strong emotions on either side of the issue. Proponents argue that relocating low-skill service jobs, like those in customer service or data entry, to foreign shores is necessary to ensure the productivity and competitiveness of the U.S. economy.
Friday, 23 February 2007
Beyond Risk and Compliance: Driving Customer Value
Financial institutions are maintaining the attitude that risk management and compliance is merely a cost of doing business. Instead financial institutions should approach risk management and compliance as an opportunity to build customer confidence, increase revenues and decrease IT spending.
Thursday, 22 February 2007
Business Process Outsourcing: Friend or Foe?
Outsourcing rumors are sure to set off pandemonium among employees in an IT organization. Though outsourcing may seem like management’s shortsighted means of cutting costs, the act of determining the pros and cons of meting out certain business processes can have real benefits for your organization. The key is to conduct a thorough outsourcing analysis
Monday, 19 February 2007
Down To Business: Outsourcing Customers Send Mixed Signals
Some 89% of the customer organizations surveyed say they plan to maintain or increase their current level of outsourcing. So why do many of the other survey findings paint such an unflattering picture of these relationships?
Monday, 19 February 2007
Contact Center Outsourcing Moves Away from Cost Containment
Outsourcing has been seen in both a positive and negative light over the course of years since it has been in place. Depending on the way it's looked at, outsourcing can have a strong set of benefits, or enough negative possibilities to counteract the reasons for outsourcing in the first place
Friday, 09 February 2007
The Total Value of a Home-Based Outsourcing Partnership
As a corporate executive or decision-maker within an organization, assessing the home-based contact center model and determining the potential value and financial impact it can deliver to your company can be a challenge.
Friday, 09 February 2007
Avoid Collecting Reams Of Data For The Sake Of Filling A Database
Do companies ensure that while obtaining data from customer they provide value in return?
Thursday, 08 February 2007
Employers Fail To Measure Their Reward Strategies
Only a third of organizations in Britain have a reward strategy and barely more than half of these bother to measure its effectiveness, leaving most in the dark when it comes to assessing how – or even if - rewards support business goals.
Tuesday, 06 February 2007
Procurement Outsourcing Services Customers are Unhappy
A recent study concludes that even though organizations engaging in procurement outsourcing feel they have negotiated good discounts from their suppliers, a number of factors are contributing to their dissatisfaction with the overall cost-effectiveness of their indirect procurement services.
Monday, 05 February 2007


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