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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
India Collects Digital CVs of Call Center Workers to Stop Data Fraud
The Indian outsourcing industry has started a project to compile the work histories of all its employees to help fight data fraud.
Monday, 29 August 2005
AOL to Reform Customer Service Procedures
Settlement requires company to remove obstacles consumers face when seeking to switch or cancel service.
Friday, 26 August 2005
Female Prisoners Work in Call Center Behind Bars in Singapore
Female inmates at a Singapore prison are working 12-hour shifts as telephone call-center operators and telemarketers in a state campaign to rehabilitate lawbreakers.
Friday, 26 August 2005
Overseas Service Calls Come Home
But offshoring, sending service calls overseas, has sparked a backlash, many analysts say, and some companies have begun rerouting calls back to centers in the United States after receiving complaints about the quality of service.
Wednesday, 24 August 2005
Network Solutions Re-branding: Customer Service & Support
Toward the end of 2001, Web-related solutions provider Network Solutions had a pretty significant problem: its customer service department was ... how does one put this judiciously? ... perfunctory.
Monday, 08 August 2005
Call Center Work at ATA Goes Abroad
The outsourcing of 450 jobs, by ATA Airlines will result in some call center work being sent to the Philippines.
Monday, 01 August 2005
Couponcabin.Com Deploys Online Demos to Save on Call Center Capacity
By using rich media demos to show new customers how to use its online coupons, CouponCabin.com has sharply reduced the number of calls to its call center.
Friday, 01 July 2005
Make Offshoring Work More Effectively
Mounting competitive pressures are spurring more companies to take key business operations offshore, but high failure rates continue to plague these efforts.
Monday, 27 June 2005


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