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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
Mystery Shoppers Are At Their Service
It's not all about freebies; companies pay for unbiased look at customer service.
Monday, 31 July 2006
Outsourcing: Strategic Advantage or Disadvantage?
Many organizations are turning to outsourcing in the expectation that they will make considerable cost savings, reach higher levels of quality and achieve better service levels.
Monday, 31 July 2006
Call Center? That's So 2004
Americans, it seems, hate calling a help desk or customer service number to find an Indian on the line. Well, guess what, America? India doesn't particularly want to talk to you, either. Overseas outsourcing shops are moving fast into higher-paying businesses.
Friday, 28 July 2006
7 Strategies for Partnering With Outsourcers

Overlooking these simple partnership practices may scrap any hope of delivering a seamless customer service experience.

Friday, 28 July 2006
Measuring Success and Customer Satisfaction
Success should begin with customer satisfaction.  Without happy customers, you have no sales. Without customer satisfaction, you do not have happy customers
Tuesday, 25 July 2006
Outsourcing Trend Slowing Down, Study Shows
In the US, farming-out IT tasks isn’t as popular as it was two years ago, according to a CIO survey.
Tuesday, 25 July 2006
Going Beyond CRM to Strengthen Customer Loyalty and Improve Revenue
To drive growth, C-level executives at Global 2000 companies are working to increase customer satisfaction, improve market agility, and strengthen their brands across global markets.
Friday, 21 July 2006
Don't Trust a Third Party? Try Internal Outsourcing
Companies that are suspicious of outsourcing to a third-party could benefit from "internal outsourcing". Rick Simmonds, partner at consultancy Alsbridge, made the case at a seminar for buyers in London this month which explored the pros and cons of different outsourcing methods.
Friday, 21 July 2006
Call Center Operations: Service-to-Sales Transformation Requires Flexible Performance Measurement
Call center executives stress the importance of performance measurement and incentive programs, especially as companies are transforming their service centers into robust sales channels.
Monday, 17 July 2006
EEOC Extends Customer Service Center Pilot Project
The Equal Employment Opportunity Commission on Thursday agreed to extend a two-year test run of a contractor-operated customer service center for another year, but commissioners expressed reservations about the project's success so far.
Monday, 17 July 2006


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