Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
The mission statement for Southwest Airlines "basically is the Golden Rule," she said. "We require that all employees are respectful of others. ? They treat others like they want to be treated.".
As many as 100 call centre companies are estimated to have shut shop in the last three years on account of unviable business model, and exodus of employees to larger well-established BPO firms.
Part of the reason for resisting the downward sales trend in the sector was the introduction, 18 months ago, of a new incentive plan, Customer Experience Management (CEM).
