Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Part of the reason for resisting the downward sales trend in the sector was the introduction, 18 months ago, of a new incentive plan, Customer Experience Management (CEM).
Toward the end of 2001, Web-related solutions provider Network Solutions had a pretty significant problem: its customer service department was ... how does one put this judiciously? ... perfunctory.
The telecom industry of today is shifting from the mass-market land grab for customers to a focus on customer satisfaction. They want their service and their brand to be king.
A group of taxi drivers in the UK, who have become the first to qualify under a new scheme to enhance customer care skills, will receive their awards at a ceremony next week.
Public Employees Federation is taking the state to court to block a plan that would transfer jobs from a New York City unemployment call center to two upstate offices.
After four decades of taking calls and booking tickets for US Airways passengers, the last 281 Pittsburgh-based reservation agents and managers will hang up their headsets for the last time.
