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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
Customers Bank of America CEO Wants Better Customer Service
The advice comes from CEO Brian Moynihan in a letter sent to the bank’s 270,000 employees around the world.
Wednesday, 27 February 2013
Customers Three Reasons Your People Should Love Customer Service Metrics
Customer service metrics are MUCH more than a number, they’re the key to tell your people where they’ve been, where they are, and where they can go in their quest to deliver an exceptional customer service experience.
Wednesday, 27 February 2013
Customers Study: Effective Customer Service Comes From Kindness, Not Speed
Global companies seeking ways to provide a differentiated customer experience should focus on the power of emotion.
Wednesday, 27 February 2013
Customers Could 2013 Be the Year That Customer Service Gets Better?
In light of the success of companies like Amazon and Zappos—which score highly in customer satisfaction ratings—perhaps we are reaching the point when executives are willing to put more time, effort, and yes, money, into actually making customers happier.
Wednesday, 27 February 2013
Customers 10 Customer Service Resolutions for the New Year
Here are the 10 most important commitments you and your staff should make to your customers, and to yourselves, for 2013:
Wednesday, 27 February 2013
Customers Web Hosting Customer Support Predictions for 2013 and Beyond
Focusing on employee engagement and training, enabling agents to toggle between a phone calls, chat session, email, social media and SMS messaging. This also means proper reporting and application of customer-focused metrics.
Wednesday, 27 February 2013
Customers Rupert Murdoch, Customer Service Rep?
Things can get a bit trickier if your customer service rep is also your CEO — and if he or she is attempting remedy the problem in a very public way.
Thursday, 17 January 2013
Customers Top 10 Customer Service Trends for 2013
The following list of customer service trends will help shape your support strategy in the coming year and beyond.
Thursday, 17 January 2013
Customers How Mobile Apps Can Customize Customer Service
Business operations must be reimagined, giving the consumer more control over where, when and how they engage with an organization. Customized self-service becomes the model that users demand and organizations must adapt to.
Thursday, 17 January 2013
Customers Don't Make These Mistakes and Lose your Loyal, Lifelong Customers
The degree to which your customers trust you directly impacts the bottom line. Trust requires constant vigilance and dedication, and it’s all too easy to get thrown off course.
Thursday, 17 January 2013


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