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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 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
People Attrition and Training: Stalling Indian Call Centers?
High staff turnover and a shortfall in qualified employees could stall future growth of Indian call center market.
Wednesday, 21 September 2005
Processes Miami-Dade County Starts 311 Call Line
Whether you want to report a pothole or have a question about your tax bill, there is now a new way to get information in Miami-Dade County -- call 311.
Wednesday, 21 September 2005
Customers Pusan, Shinhan Good at Customer Service (Korea)
The Financial Supervisory Service (FSS) announced the result of its customer service evaluations of 72 financial institutions in the first half of this year, with its assessment focused on how financial firms handled complaints from customers.
Tuesday, 20 September 2005
Processes The Patron Could be a Spy on Better Service Mission
These mystery shoppers are paid to dine at posh restaurants, try new brews at coffeehouses, perhaps sample fresh-baked bread. They may even stay at Japanese-style inns. It is all in the name of better service. (Japan)
Tuesday, 20 September 2005
Customers Missouri Governor Applauds Revenue's Extended Hours; Customer Service Focus
"I have been saying this for months, but this underscores the point: Customer service is our number one priority, and adjusting to fit the needs of our customer is making us a better organization."
Monday, 19 September 2005
Customers Most Retailers Have Inaccurate Customer Data, Study Finds
Only 14% of public and private sector organizations have completely accurate customer data and 73% recognize that the data inaccuracy affects their bottom line.
Monday, 19 September 2005


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