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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
The Response You Don't Want
Many business professionals still need some convincing when it comes to using CRM technology.
Thursday, 03 August 2006
Concern Mounts Over Data Fraud at Indian Call Centers
Within the Indian outsourcing industry, the unfolding data-fraud saga has been observed with a mixture of alarm and frustration: Alarm because such security breaches are extremely damaging to the industry's reputation, and frustration because of a widely-held belief that these incidents grab far more attention when they happen in India than they might elsewhere.
Monday, 31 July 2006
Home Office Households Set the Stage for U.S. Consumer VoIP Adoption
Home office households have historically been early adopters of advanced technology, and this pattern continues with VoIP communications. The number of U.S. households with income-generating or corporate home offices are more than twice as likely to implement VoIP in the next 12 months.
Thursday, 27 July 2006
CRM World Domination
Like real estate, with customer relationship management location is everything. CRM vendors are finding that there are geographic hot spots around the globe, as well as regions that are just starting to warm to CRM.
Thursday, 27 July 2006
Customer Demand Demands Performance Measurement
Most manufacturers aren't using the technology available to them to improve customer satisfaction while improving operational efficiency.
Wednesday, 26 July 2006
Tapping Data to Reduce Costs and Build Customer Loyalty
Given greater competitive pressures, increasing customer expectations, and more touch points to manage than ever before, improving customer satisfaction while simultaneously reducing operational cost remains a significant challenge.
Monday, 24 July 2006
The Next Wave of Data Management
The search for better data management practices has led to data stewardship and data governance efforts, but confusion over roles and disconnects between IT and the business have led to gaps in cooperation.
Friday, 21 July 2006
Text Chat Becoming Useful Customer Service
Though it's long been thought that customer service by means of online text chat is too expensive and inefficient to deploy, it's starting to become a useful business tool, according to new research.
Wednesday, 21 June 2006
Mobile CRM Makes Its Move
Will 2006 be the year that mobile CRM finally takes off? So far, all signs point to an impending launch.
Wednesday, 21 June 2006
The Supply Chain Link to Corporate Strategizing
Technological breakthroughs occur at a dizzying pace and often find their way into the workplace well before we feel ready to deal with them. Recent advancements in information management, transportation technology, inventory systems and interfirm collaboration have kept supply chain managers scrambling.

Wednesday, 21 June 2006


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