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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.
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TECHNOLOGY
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AmEx and a handful of other companies say they ARE listening. They're taking call center reps off-script and off the clock, giving them scope to solve callers' concerns. The result, they say, is happier customers and, equally important to the bottom line, happier, more productive employees. |
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Wednesday, 01 September 2010 |
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The survey also found nearly half of employers currently communicate through Facebook, instant messaging, and Twitter. |
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Thursday, 19 August 2010 |
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The mistakes and pitfalls of CRM’s early days are now legendary. Companies rushed to embrace CRM technologies, only to discover that automation couldn’t fix broken business processes, absent strategies or bad data. |
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Thursday, 19 August 2010 |
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PPL Electric has enabled its interactive voice response, or IVR, system to allow customers to get an updated account balance, make a payment, or report a power outage through it. The company has claimed that nearly 400,000 transactions were handled this way during the first five months of 2010, up 34% over the past two years. |
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Wednesday, 21 July 2010 |
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Such changes are driving some health insurers to try to meet people where they are - both physically with retail stores and enhanced phone-based customer service, and virtually, by tracking negative comments online and intervening to help improve people's experiences with their health plans. |
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Monday, 21 June 2010 |
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The promise of San Francisco’s 311 non-emergency phone center when it opened in 2007 was to create a municipal customer service line: one number for residents to call for answers, 24 hours a day, 7 days a week. |
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Monday, 21 June 2010 |
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A great way for companies to demonstrate great customer experience, instead of just to talk about it, is to do something weird, something unexpected, something bold that draws deeply from company values. |
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Thursday, 06 May 2010 |
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New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service. Four major initiatives will dominate overall customer service strategies: |
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Thursday, 06 May 2010 |
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Online review sites such as Yelp are changing the way businesses interact with their customers, giving unprecedented insight into customers' changing needs and wants. But a spate of legal disputes is putting a spotlight on the authenticity of some reviews, both good and bad. |
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Friday, 09 April 2010 |
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Before you implement self-service IVR, there are a few tips for optimizing the project and avoiding common pitfalls. |
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Friday, 09 April 2010 |
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