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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
IRS. Gov Scores With Citizens
Citizen satisfaction with government Web sites dropped slightly for the first quarter of 2006, according to the latest American Customer Satisfaction Index (ACSI) survey. But despite the overall decline, satisfaction with many individual sites rose substantially. A report on the survey highlights citizens’ satisfaction with the Internal Revenue Service’s Web site, which increased its score since 2005.
Monday, 27 March 2006
Improving Customer Service by Automating Your Phone Business
Along with providing an automatic order status for customers and minimizing the amount of time a customer is on hold, automating phone sales operations can unearth a wealth of information from identifying why calls are lost and how your customers are being treated to identifying training needs, highlighting problem calls and detecting and preventing employee theft.
Tuesday, 17 January 2006
Building Customer Loyalty
The reason for creating an online channel for your customers is simple -- you have to meet them where they are.
Friday, 13 January 2006
IRS Hopes for Happier Returns
As the 2006 tax-filing season swings into full gear, the U.S. Internal Revenue Service is touting a redesigned Web site that agency officials say will better assist taxpayers and tax preparers. The redesign is the first overhaul since 2002, IRS officials say.
Monday, 09 January 2006
The ABCs of CRM Success
The focus of many CIOs is now turned to gaining competitive advantage through customer-facing strategies. They realize that companies must create customer loyalty and build business value by improving sales tools and understanding consumer habits.
Tuesday, 03 January 2006
Retailers Tout Better Service With New Search Tool
Two retailers claim they have enhanced customer service and increased their bottom line results by leveraging new search technologies for merchandising.
Friday, 23 December 2005
Speed Up Automotive Customer Satisfaction
Automakers can solve problems more quickly and improve customer satisfaction by exchanging customer data with dealers.
Wednesday, 21 December 2005
Answering the Call: The Best of CRM
Any "best of" list is a tricky and subjective endeavor, even when it comes to straightforward software and services like customer-relationship management tools. Reader favorites might not be mentioned, and dynamic start-ups risk being overlooked.
Thursday, 08 December 2005
Cyber Monday Highlights Customer Service Deficiencies and Gains
The role of automation in customer service comes into renewed focus beginning "Black Monday" with more than 37% of all buying consumers (52 million people) looking online for the special promotions offered by online retailers from their home or office computers.
Tuesday, 29 November 2005
Customer Service Hotline Secret Codes Cracked
Customer service hotlines waste a lot of our time. Sometimes you answer prompt after prompt. If you make a mistake, you have to start again.
Thursday, 17 November 2005


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