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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.
CULTURE
The Best Call Center Customer Care Services Are Achievable With the Right Mix
The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a properly managed workforce that provides appropriate agent scheduling and training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
Wednesday, 09 August 2006
Differing Opinions on Workplace Morale
Signs of a stressed workforce are beginning to emerge. The 2006 Employee Review from employment-services firm Randstad USA finds a gap between how employers and employees view major factors such as loyalty and morale in the American workplace.
Wednesday, 09 August 2006
The Value of Transforming a Contact Center into a Business Intelligence Center
Business Intelligence can often seem like another buzzword among corporate execs that's used so often in the enterprise; it tends to be tuned out and rendered ‘just talk.’ But, by doing so, the enterprise runs the risk of ignoring what could lead to one of their most valuable assets – customer data.
Wednesday, 09 August 2006
Customer Service Beats Trendy Talk
Marketing buzzwords, big ideas and hot new trends come and go about as regularly as teenage romance, and mostly with the same short-lived, fickle passion. Buzzwords and their silly corresponding overuse only underscore the significance of simple marketing fundamentals.
Thursday, 03 August 2006
Loyalty Programs in the 21st Century
The world is currently witnessing a “loyalty craze”. More than 75 percent of consumers now have at least one loyalty card, and the number of people with two or more is estimated to be one-third of the shoppers.
Tuesday, 01 August 2006
Transitioning to the NetGen Environment
6 steps smart companies are taking today to compete.
Friday, 28 July 2006
Loyalty and Customer Value Intersect in the Boardroom
Creating Loyalty has routinely covered the ROI of customer loyalty in recent years, and this article continues to validate why it's so important for companies to zero-in on high-value customers and analyze the financial impact of key customer-focused initiatives.
Tuesday, 25 July 2006
Crowdsourcing: Consumers as Creators
A new trend allows customers to help design the products they buy. Just don't expect to get paid a fortune for that brilliant idea.
Friday, 21 July 2006
America's Vacation Center / American Express Bridges Gap
America's Vacation Center / American Express announced today a new way of booking travel that combines the affordability of travel Web sites with the service, support, and expertise of a full-service travel agency
Friday, 21 July 2006
Benefits See Little Change from 2005
In 2006, employers maintained or increased benefits such as well-baby programs and chiropractic insurance, according to results from the Society for Human Resource Management's (SHRM) 2006 Benefits Survey.
Monday, 10 July 2006


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