Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
In India, it is easier for big-name Western firms to hire and retain the best local talent than it is for local outsourcing firms. This holds true for both captive operations and merchant facilities.
The choice between outsourcing or operating a captive facility for call center services, non-voice customer services and back office processing, offers advantages for both approaches.
Charlene Li is working on a framework for measuring the ROI of blogging for organization, especially those that are concerned about the possible risks of have less control over information flow
IT decision makers are moving away from single outsourcing service providers to using multi-vendor outsourcing, according to a survey of 100 global CIOs.
Finding out if your customers are satisfied with your performance is an ongoing process of conducting surveys and interviews—and acting on their suggestions.
