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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.
CUSTOMER CARE NEWS
Technology Online Reviews Continue to Drive Consumption
New research finds that companies failing to actively monitor the channel for user-generated content risk falling behind.
Friday, 12 June 2009
Customers AOL and Comcast Top 2009 Customer Service Hall of Shame
USAA, Trader Joe’s and Netflix receive top customer service marks; financial institution rankings drop as discounters’ and supermarkets’ rankings rise during year of economic crisis.
Thursday, 11 June 2009
Customers Effective Listening is Key to Great Customer Service

Customers want to be heard. They are desperate for your attention. They want you to understand them and in some cases know them better than they know themselves.

Wednesday, 10 June 2009
Processes Global Outsourcing Contracts Tail Off in 2008
Companies showed a marked disinclination to sign new outsourcing agreements in 2008, according to a new report from Gartner.
Tuesday, 09 June 2009
Customers Asia Firms Prioritize Customer Care
Nearly half of the respondents saw the main value of 'Customer Care' as being a way to generate revenue, and many are ready to go beyond traditional customer relationship management.
Monday, 08 June 2009
Customers U.K. Vehicle Satisfaction Survey Rates Fiat Last, Just Below Chrysler
The survey includes information on vehicle quality and reliability, appeal, ownerships costs and overall satisfaction.
Thursday, 04 June 2009
People How to Win Business with Your Customer Care Reps
Watch this interview as Roger Nunley, Managing Director of the Customer Care Institute, discusses the benefits of building strong relationships with your customers.
Thursday, 14 May 2009
Customers Comcast's Internal "So You Have an Angry Customer" Memo
An internal Comcast memo seems to indicate to their customer service reps that when a customer complains, acknowledge the problem and then try to fix it.  While the memo-which first surfaced on The Consumerist website-contains tips that an efficient customer service operation might adapt, it might not fit so snugly with Comcast’s operational realities.
Wednesday, 13 May 2009
Processes Outsource Your Processes, Keep Your Customers
The simple fact is this: Reducing customer service is the last thing companies should do in a recession, given that it is a buyer's market. Customers are receiving multiple offers from aggressive competitors and switching suppliers at the first sign of poor service.
Wednesday, 13 May 2009
Technology Low Costs Drive the Gartner Magic Quadrant for Customer Contact Centers
The trend that customers want to be embraced on their own terms is continuing without abatement. In order to support that trend, the study spells out the most-pressing customer service–related functionality vendors should offer.
Tuesday, 12 May 2009


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