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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
Culture Service a Key Goal For Interim City Manager
If people call the customer service hot line for the city of Cincinnati at 591-6000 in the next few months, they should not be surprised if the city manager picks up.
Tuesday, 27 September 2005
Culture Bringing True Customer Focus into Reality
In spite of all the catchy slogans and corporate pledges, customer service levels of major corporations have only slightly improved in the last few years. (Some observers maintain that they haven t moved at all, or have even worsened.)
Monday, 26 September 2005
Culture The Decline of Customer Service in America
A funny thing happened on the way to progress in our culture. Pride in workmanship. In the last 20 years of living in Southern California, I have had too many sad encounters as a customer.
Monday, 26 September 2005
Customers More Retail Firms Join Customer-Centric Initiative to Improve Service Quality (Singapore)
More retail companies want to participate in the Customer-Centric Initiative to improve their service standards. Second Minister for Trade and Industry Vivian Balakrishnan revealed that 10 more companies are interested in doing so.
Monday, 26 September 2005
Processes Standards Boost Customer Service Performance
Agents and brokers know that effective technology deployment is a key factor in increased customer satisfaction and prefer insurance carriers who can deliver "ease of doing business" to them and their customers. Adoption of electronic standards throughout the industry is making an increasing contribution in the ability of the insurers to do so.
Monday, 26 September 2005
People FEMA Eyes Areas of State for Call Center Locations
FEMA and other national disaster response agencies are targeting Monroe and other parts of the state for call centers that could add upwards of 1,000 temporary and permanent jobs.
Friday, 23 September 2005
People Indian Call Center Begins Anti-Suicide E-Mail Service
A suicide prevention group in southern India said Monday it has begun counseling depressed people by e-mail, saying workplace stress and depression following the tsunami last year were driving some to consider killing themselves.
Friday, 23 September 2005
Customers The Customer as Computer Model
Online shoppers spent $10.2 billion on clothes in 2004, an increase of 24% over 2003, but poor fit is the leading reason for returns. . . So online retailers are finding new ways to ensure proper fit, which in turn increases customer satisfaction and brand loyalty.
Thursday, 22 September 2005
Processes Ballmer Asks Microsoft Partners to Weigh in on Satisfaction
Microsoft CEO Steve Ballmer has urged select customers and partners to participate in survey to measure their satisfaction with the software giant.
Thursday, 22 September 2005
Culture Service Level Management
Service level management provides a measuring stick for provider performance. Here is a batch of tips to ensure you get the most out of your service-level agreements.
Wednesday, 21 September 2005


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