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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 Taking Care of Existing Customers a Priority
It is much easier to keep a customer than to find a new one. That is one underpinning principle of the Business Builders program as managed by the Economic Development Authority of Western Nevada.
Thursday, 24 August 2006
Customers Below Average in Customer Satisfaction

Do you think Comcast Corp.'s customer service isn't up to snuff? You're not alone. The company ranked below average this year in customer satisfaction in all four regions of the country where consumers were surveyed.

Thursday, 24 August 2006
Technology Retailers Get Higher Marks in Answering Emails
Firms have begun to respond to customer demand for quicker replies, strengthening brands and relationships in the process.
Thursday, 24 August 2006
Processes Call Center Market Consolidation Tricky for Buyers
There's little doubt that vendors of contact center technology see the value and promise of workforce optimization (WFO), as the market continues to undergo consolidation.
Thursday, 24 August 2006
Customers Superior Customer Service is Still King
Many businesses still pay lip service to the old philosophy of “the customer is king”. Yet, with increased competitive activity in all business sectors from national and international forces and the sophisticated customer that has emerged makes customer service not only a necessity but also a must if the business is to survive in the long term.
Thursday, 24 August 2006
Customers Multichannel Customer Service
Customer service, if it is done right, should not restrict you to a particular channel, but should be a veritable menu of options
Thursday, 24 August 2006
Processes The Rise of Home-Based Call Center Agents
It's not surprising that 1-800-Flowers.com sees its business spike around Valentine's Day, Mother's Day and Christmas. What might surprise you, however, is that the company meets its increased call volume with customer-care agents who just might be answering the phone in bathrobe and slippers.
Tuesday, 22 August 2006
People Clothes Make or Break Bond with Customers
As a banker, I work in a corporate culture where there's not a whole lot of question as to what I wear. We are in the business of lending, safekeeping and managing people's money, and our clients and business partners generally have a certain expectation as to how we should look
Tuesday, 22 August 2006
Technology Ease of Use Means Big CRM Potential for Online Surveys
Online surveys are becoming more popular and easier to use, and while their ability to find out exactly what customers want promises a goldmine for CRM, their real potential is not always tapped.
Tuesday, 22 August 2006
People What do Workers Really Want in a Benefit Package?
In many firms, employee benefit offerings vary little from year to year. The common mind-set is that what worked fine five or 10 years ago suits us well now too.
Tuesday, 22 August 2006


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