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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.
PEOPLE
What It Means to be a Call Center Manager
What it comes down to is learning to see the call center from a point of view based on the ultimate goal. "Happy customers" is shorthand for a complex relationship between company and customer base where both sides get what they want from each other.
Wednesday, 18 January 2006
Use a PC to Deliver Customer Care Training
The holiday season provides restaurants with one of the greatest opportunities to increase profits and build the customer base. Many restaurants fail to maximize on the opportunity due to a lack of training.
Friday, 09 December 2005
IT Vendor Customer Experience Teams Projected to Nearly Double Through 2008
Customer Experience Research by IDC estimates that staffing of the Customer Experience function in IT vendor companies will grow by over 40% per year through 2008. Organizations that have previously invested in customer experience leadership expect their teams to grow more than 80 percent during the same period.
Monday, 05 December 2005
Employers Won't Give Big Pay Raises in 2006
Do not expect a big pay raise next year. That is the prognosis from a survey of over 1,000 employers nationwide
Monday, 05 December 2005
Don't Put the Loner in Customer Service
What manager has not struggled with the problem of not having enough of a key resource needed to do the job? You shuffle people, juggle tasks and priorities, and plead for more resources.
Monday, 05 December 2005
It's Service With a Smirk
CareerJournal.com, a website publication of The Wall Street Journal, issued a list earlier this year of the worst career fields. While cowboy, fisherman and dancer were on there, customer service representative was not.
Monday, 05 December 2005
Workers Eye Greener Pastures
An improved economy is spurring many employees to begin searching for new jobs, a new survey suggests.
Monday, 28 November 2005
Major Workforce Study Exposes Serious Disconnects Between Employers and Employees
As a serious talent and worker shortage looms in the U.S., a new comprehensive study indicates that many employers are not taking the steps necessary to retain existing employees and attract top talent from the shrinking worker pool.
Monday, 21 November 2005
Mayor Recognizes Employees for Good Customer Service
Williams says creating a positive work environment is the first step to improve customer service in government agencies.
Tuesday, 11 October 2005
Mortgage Company Launches Extensive Client Care Program
Highlights of the multi-step program include intensive client service training for loan consultants, a ten-point customer care pledge; post-funding satisfaction surveys and client appreciation packages.
Monday, 10 October 2005


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