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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 Customer Relations Need A Strong CIO Hand
The CIO can emerge as a customer champion, even though cases of CIOs taking this position aren't prevalent enough and point out a missed opportunity. One way to get in the game is to develop metrics that show the CEO the value of the corporation based on its ability to manage customers as assets. It requires the integration of customer data by IT.
Thursday, 08 June 2006
Processes How to Achieve Outsourcing Satisfaction: Equaterra
There is a direct correlation between the investment organizations make in Outsourcing Management and Governance (OM/G), and outsourcing engagement satisfaction
Thursday, 08 June 2006
People Creating Customer Service Dynamos
Businesses have been trying for decades to import good service practices and graft them into their own work settings. They use training programs or other means to try and "regimentalize" key service behaviors -- an outside-in approach that seldom makes things any better, and often only makes things worse.
Wednesday, 07 June 2006
Processes Low Customer Satisfaction Rates Have Companies Re-think Their Account Management Organization
Business managers realize that successful account management consists of a combination of customer acquisition and loyalty, sales productivity, customer service and satisfaction as well as revenue and profitability.
Wednesday, 07 June 2006
Customers US Consumers Increasingly Happy with Cellphones
Overall satisfaction among wireless mobile phone owners has increased 4% when compared to 2005, marking the second time customer satisfaction has increased.
Friday, 02 June 2006
Customers Dell Hopes Customer Service Can Boost Flagging Sales
As its commanding lead over Hewlett-Packard Co. (HP) dissolves, Dell Inc. has turned to customer service to rescue its flagging PC sales.
Friday, 02 June 2006
Processes Africa to Lead Call Center Growth
The next time you make a call to a customer care center, you might reach an agent in Morocco instead of Mumbai. That's because African countries will lead call center growth through 2010, according to research released by Datamonitor.
Friday, 02 June 2006
Technology A Slow Q1 for Customer Service Software
Cross- channel and life cycle customer service has slowed down in the first quarter of 2006 after a strong Q4 2005, according to a recent report by the Patricia Seybold Group.
Friday, 02 June 2006
Processes Booming Business for Call Centers
With a booming call-center business in India, technology companies are focusing on complying with U.S. rules for offshore dialing and are finding themselves expanding into other countries -- kick-starting a new era in call-center technology.
Thursday, 01 June 2006
Processes Doing the Call Center Math
It's so easy to track success at a call center. All you have to measure are the number of calls, how quickly they're handled, and whether queries are resolved without manager input, right? Wrong.
Thursday, 01 June 2006


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