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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
Help Them Help Themselves
Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
Friday, 12 October 2007
Why Do-It-Yourself Doesn't Work
According to the principles laid out by Geoffrey Moore in his book Crossing the Chasm, the home-based agent model is clearly in the early adopter phase. Creating a virtual call center, staffed completely with agents working from home, is definitely an innovative concept. And, although these centers have been providing quality service for over 10 years now, the concept still takes some explaining to new prospects.
Wednesday, 03 October 2007
Automating Your Call Center Feedback
We’ve all heard someone gnashing their teeth over a bad call center experience. At some point, we’ve each probably felt that way ourselves. It may be queues that are too long, ineffective IVR systems, or an agent who just doesn’t communicate well — everyone has a horror story. From the moment of the bad experience we then tell the story over and over to friends, warning them about doing business with “that company” for fear of poor service.
Tuesday, 02 October 2007
Supply Chain Challenges Of Multi-Channel Retailing
Online channels are predicted to account for 25 per cent of retail activity by 2009, and this year's Christmas market could be worth €51 billion. But far from signalling the death of older retail models, online is just one more channel to add to an already complex mix. Supply Chain Standard's September Roundtable, supported by Sterling UK, explored the implications.
Tuesday, 02 October 2007
Help Them Help Themselves
Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time.
Tuesday, 02 October 2007
Working at Home: An Impossible Dream?
You would like to work from home but you’ve heard only horror stories about work-at-home scams? That's good. They're all true. Many people who have the desire to work from home have had their dreams shattered by crooks and con men.
Monday, 01 October 2007
E-Gov: Continued Vote of No Confidence
Spoiled by customer-centric Web sites in the private sector, visitors of e-government sites are expecting more. Citizen satisfaction with online government Web sites declined by nearly half a percentage point from the last quarter to an aggregate score of 73.3 (on a 100-point scale).
Tuesday, 25 September 2007
Consumers Unhappy With E-Commerce Experiences
Despite the growth of e-commerce, consumers are still unhappy with their online experiences, with nearly nine out of 10 saying they have had problems conducting transactions online, according to a new survey.
Tuesday, 18 September 2007
Consumers Dissatisfied With eCommerce Transactions, Customer Service
According to a consumer survey, consumers are frustrated with issues regarding e-commerce websites. The findings revealed that 9 out of 10 consumers (87%) using e-commerce for business transactions experienced problems for the third consecutive year.
Monday, 17 September 2007
Analytics Solutions for Mountains of Data
Contact centers are drowning in their own data and companies need to understand not only what their organizational performance is but also why that performance is occurring. Making sense of performance data and deriving business decisions from it is a challenge most companies face today.
Monday, 17 September 2007


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