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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
Processes Jackson Hole Tower and Airport Recognized for Safety and Service
Jackson Hole Air Traffic Control Tower and Airport received the 2005 Willie F. Card FAA Contract Tower Service Award. The tower is operated by Serco which has received the award at different locations each of the three years since its inception.
Tuesday, 06 September 2005
Culture RP Call Centers Open to Giving Employees Stock Options (Philippines)
Offering stock options has created a "positive impact" on offshore operations in the country.
Friday, 02 September 2005
Customers The Mystery of Customer Satisfaction
"In pretty much any other industry segment, you can say, Here is a company that is the best at something," says Serguei Netessine, Wharton professor of operations and information management. "But in retailing, there is no clear company to follow. There is no Toyota in retailing."
Friday, 02 September 2005
People Advice for the Anxious Person at Work
I am bored at work! I AM a call center agent connected with a multinational company. I have been in this work for the past two years. I think I am bored with my work. All I do is handle customer queries and complaints all day or all night (depending on my shifting schedules).
Friday, 02 September 2005
Customers Dell: in the Bloghouse
A Web diary of complaints by a PC-owner about customer service has yielded heavy traffic and some near-contrition from the maker.
Wednesday, 31 August 2005
Culture Will Service Charges Replace Voluntary Gratuities?
Diners at the pricey new Manhattan restaurant, Per Se, will pay an automatic 20% service charge and feed an escalating controversy about how travelers reward those who serve their meals, make their beds and carry their bags.
Tuesday, 30 August 2005
Customers Get Ready for Customer Messaging
It is time to rethink customer contact. It is not all rapid response anymore, just smart response.
Tuesday, 30 August 2005
Processes Considering Outsourced Customer Care
Companies that are dependent on a loyal customer base or companies whose customer inquires can get complicated must put more thinking into their decisions about whether to outsource their customer care.
Tuesday, 30 August 2005
Culture Hosted CRM Revenues Increase 105% in 2004
The report indicates that the hosted model has reached prime time as a delivery method for Customer Relationship Management (CRM) applications
Monday, 29 August 2005
People Majority of Workers Satisfied with Work-Life Balance
What is more, 70% say they actually have fun while at work.
Monday, 29 August 2005


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