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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
Miami-Dade County Starts 311 Call Line
Whether you want to report a pothole or have a question about your tax bill, there is now a new way to get information in Miami-Dade County -- call 311.
Wednesday, 21 September 2005
The Patron Could be a Spy on Better Service Mission
These mystery shoppers are paid to dine at posh restaurants, try new brews at coffeehouses, perhaps sample fresh-baked bread. They may even stay at Japanese-style inns. It is all in the name of better service. (Japan)
Tuesday, 20 September 2005
Forrester Urges European Outsourcing Re-Think
European businesses need to change the criteria they use for assessing outsourcing contracts, according to analyst Forrester Research. "
Friday, 16 September 2005
Jackson Hole Tower and Airport Recognized for Safety and Service
Jackson Hole Air Traffic Control Tower and Airport received the 2005 Willie F. Card FAA Contract Tower Service Award. The tower is operated by Serco which has received the award at different locations each of the three years since its inception.
Tuesday, 06 September 2005
Considering Outsourced Customer Care
Companies that are dependent on a loyal customer base or companies whose customer inquires can get complicated must put more thinking into their decisions about whether to outsource their customer care.
Tuesday, 30 August 2005
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


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