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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
Processes Forrester Urges European Outsourcing Re-Think
European businesses need to change the criteria they use for assessing outsourcing contracts, according to analyst Forrester Research. "
Friday, 16 September 2005
Technology Speech Recognition Powers Utility's Customer Service
PG&E Corp. has added customized speech-recognition technology to their interactive voice response (IVR) system has helped the San Francisco-based utility pare customer support costs while improving customer satisfaction."
Friday, 16 September 2005
Culture Setting Appropriate Targets for Customer Satisfaction Scores
Of course, the hotel executive who aggressively pursues higher customer satisfaction using these strategies will probably be looking for another job quite soon."
Tuesday, 13 September 2005
People Many Americans are Dissatisfied with Their Employer this Labor Day
Of the more than 1,000 U.S. employed adults surveyed, 46% responded that if the economy continues to improve they may leave their current employer
Thursday, 08 September 2005
Customers Watchdog Bares its Teeth Over C&W's Bulldog Internet Service (UK)
Bulldog, the broadband internet arm of Cable & Wireless, is being investigated by the telecoms regulator over the quality of its customer service after a flood of complaints.
Wednesday, 07 September 2005
Customers Valu-Rite Pharmacy and Publix Pharmacy Rated Number One in Customer Satisfaction
Personal relationship with pharmacist and customer service result in highest customer satisfaction ratings.
Wednesday, 07 September 2005
People Absence Not Just a Problem at Schools
Employee absence is a large and growing problem in Corporate America. According to meetings across America held with call center employers, absence in some industries is increasing by 10% a year.
Wednesday, 07 September 2005
Technology Online Business Success Hinges on Customer Support
From small- and medium-size companies to large enterprises, the good news is that online business is big business, and Internet usage by cosumers continues to grow.
Wednesday, 07 September 2005
Customers Customer Service is Getting Worse (Bermuda)
Not only does customer service in Bermuda appear to be getting worse -- but shoppers are also being denied their rights by shopkeepers unaware of the law.
Tuesday, 06 September 2005
Customers Customers More Loyal to Software Companies than Hardware Firms
Walker defines truly loyal customers as those who not only intend to continue relationships with them in the future, but also have positive attitudes toward their companies. Other loyalty categories, broken down by sector in this study, include accessible, trapped, and high-risk.
Tuesday, 06 September 2005


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