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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
People HSBC Hit with Call Center Suit
HSBC Bank USA is the latest target in a series of lawsuits that workers are filing against call centers.
Monday, 25 July 2005
People UK Job Satisfaction and Commitment on the Decline
Fewer than two-thirds of UK employees (64%) are satisfied with their jobs, a 10% reduction since the survey was conducted three years ago.
Monday, 25 July 2005
Technology Study: Self-Service Popularity Growing
Self-service customer interaction systems are quickly becoming a standard method of communication between organizations and customers, and consumers are demanding and expecting easy-to-use, sophisticated technology to expedite their customer service inquiries.
Monday, 25 July 2005
Customers Fast Service Can Be a Turn Off
A new study says restaurants risk losing customers if they rush them through their casual dining experience.
Tuesday, 19 July 2005
Customers Dell Without a 'Care' in the World
Dell customers are lamenting about the company shutting down the Customer Care message boards that have long been part of its Dell Community Forum.
Tuesday, 19 July 2005
Customers Causal Research Has Edged Out Descriptive Satisfaction Research
Companies today want more than a satisfaction score; they want to know "why" - what drives and determines those numbers.
Tuesday, 19 July 2005
Customers Behind The Numbers: Customer Satisfaction Not a BPO Priority
When deciding whether it pays to outsource business processes, you would think that the impact on customer satisfaction would be a key indicator.
Tuesday, 19 July 2005
Customers Satisfying Customers
Organizations that want to achieve high levels of customer satisfaction should focus on their systems, structure and company culture.
Tuesday, 19 July 2005
Customers Over 25% Of Canadians Would Shop at Stores with Self-Checkout
Consumers want a growing range of self-service devices aimed at delivering faster, more convenient service.
Tuesday, 19 July 2005
People Americans Waste More Than 2 Hours a Day at Work
The average worker admits to frittering away 2.09 hours per day, not counting lunch.
Tuesday, 19 July 2005


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