Home
Membership
Training
Certification
Events
Career Center
Resources
Partners
Consulting
About Us
Contact Us
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
Technology Presence: The Next Generation of Customer Interaction
Implemented correctly, it can boost sales, customer satisfaction and retention and loyalty, and lower costs.
Tuesday, 17 March 2009
Culture Building a Culture of Employee Development
In this economy, some organizations may make the mistake of shifting their focus away from such opportunities. Instead, HR leaders should create stronger cultures for development.
Monday, 16 March 2009
Customers Zappos on Twitter, Phone Calls and the Pursuit of Happiness
And for a web company, their phone skills are impeccable. "The telephone is one of the best branding devices out there," he says. "If you get the interaction right." At the Zappos call center there are no scripts, no upselling, no call times. The longest call in their history was four hours.
Monday, 16 March 2009
Technology Should Self-Service Tech Be Your Bailout Plan?
Self-service applications come with inherent pros and cons. Retailers can use the technology to cut costs, improve workforce efficiency and customer satisfaction, and market more effectively to individual consumers.
Monday, 16 March 2009
People Sub-Par Workers Need Ample Warning
What is striking is how often your perception of an employee's performance and his perception are so far apart.
Sunday, 15 March 2009
People Pat on the Back Boosts Performance
Through careful use of positive feedback, the manager can shape the employee’s behavior to become closer to the ideal.
Saturday, 14 March 2009
People Cutting Payroll Doesn't Always Pay Off
When the workload is so unbearable, employees suffer from stress and burnout. More mistakes are made, people cut corners, service quality is eroded, production quality slips and more rework is required. Not only that, but interpersonal relationships and customer service also begins to be affected as anxiety increases and tempers flare. As well, customer loyalty, that key linkage in the service-profit chain, will also be eroded because of the decline in customer service.
Saturday, 14 March 2009
Processes Six Problems Outsourcing Providers Do Not Talk About
Outsourcing providers often struggle with internal issues that degrade the services they provide clients. But clients must lead the way toward solutions.
Thursday, 12 March 2009
People Implement an Employee Stimulus Plan
Research shows that when done properly, employee recognition can be just the employee stimulus effort needed right now. “With effective leadership and communication, a company can drive somewhat committed employees to become fully committed employees. Engagement levels — defined as an employee’s willingness to invest discretionary effort in their job — go up. This in turn can raise productivity and result in greater shareholder returns.”
Wednesday, 11 March 2009
Customers Make Customer Contact the Relationship Sport it Should Be
The problem with customer conversations is that they are often not seen as instrumental to customer conversions, which are the bread and butter of a business. Instead, they are considered intangibles, in the same way as relationships are, until you need something from someone. Then they become crucial. We build relationships when we start building tangible activities around customer contact. Some suggestions:
Tuesday, 10 March 2009


<< Start < Previous 1 2 3 4 5 6 7 8 9 10 Next > End >>
Results 51 - 60 of 1848