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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.
TECHNOLOGY
Planning Ahead for 2007
Now is a great time to start thinking about how to drive traffic to your website next year, like getting the word out on TV, radio, and direct-mail campaigns.
Wednesday, 27 December 2006
Dialing: It's Not Just For Sales Anymore
Outbound is going through some big changes: telemarketing is leaner and smarter, outbound messaging is being used in innovative ways and more companies are realizing the potential of relationship dialing.
Wednesday, 27 December 2006
For Customer-Service Monitors, the Check is in the Voice-Mail
You know the message by heart - it plays virtually every time you call for customer service: "This call may be monitored for quality assurance."
Tuesday, 19 December 2006
It's a CRM Bonanza
The industry's experts talk turkey about why it works, why you need it, and where this toolset is going.
Tuesday, 19 December 2006
Customer Reviews Becoming More Common
Online retailers believe unedited criticism can turn browsers into buyers
Thursday, 07 December 2006
The New World of Sophistication
From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
Tuesday, 05 December 2006
Online Retail Brands Embrace Customer Magazines to Build Awareness and Increase Loyalty
Today's congested retail environment, where consumers are exposed to a plethora of marketing messages, makes it essential for brands to understand the media they use if they are to achieve stand out and forge strong relationships with customers.
Monday, 04 December 2006
Online Retailers Do Not Make Christmas Shopping Easy
Few retailers provide information on the latest date to place orders for pre-Christmas delivery and many do not properly assist those customers who are seeking advice on a Christmas gift recommendation
Friday, 01 December 2006
Is VoIP Set Up to Fail?
There is a lot of hype around this technology, but from a user perspective, voice over IP is getting a less-than-stellar reputation.
Wednesday, 22 November 2006
Crediting the Online Customer Experience
Banks must focus on listening to their customers and tweaking their services to help improve retention and cross-sell initiatives; a study says that Wachovia leads in online banking satisfaction.
Wednesday, 22 November 2006


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