November, 15
Nigel Shanahan, Rapide Communication md told delegates at the Customer Service Network ‘The Future of Customer Service’ conference said that customer feedback was moving to an instant process. Call centres should be asking for instant feedback from customers about the service they receive as that is the point where they are likely to be honest.
October, 20
PricewaterhouseCoopers recently reported that UK businesses' failure to retain talent as well as in other countries costs a combined £42 billion per annum.
October, 12
Sage Business Partner and Overall Sage Circle of Excellence Winner 2009, DMC Software Solutions, suggests that organizations make full use of the benefits provided by Social CRM for their customer strategy.
May, 11
The 2010 State of Customer Service Study conducted by eGain evaluated multiple aspects of web self-service and contact center customer service of 175 leading enterprises in the U.S. and Canada.
April, 22
Frontline experts discuss the benefits of mission statements in the customer service center and how to make them meaningful to frontline staff. (Boonton, NJ, Apr 22, 2010) — In the April issue of Customer Service Newsletter, a panel of service managers discusses the benefits of creating a mission statement for service staff.
March, 30
Julian Birkinshaw, Professor of Strategic and International Management, is providing smarter choices for getting work done. His new book, Reinventing Management was launched in March 2010. Management is key to driving economic activity, and essential in today’s economic climate says Professor Birkinshaw.
March, 05
Melissa Raffoni, MS in Corporate Strategy and Managerial Communication, professor at Harvard's Kennedy School and president of Raffoni CEO Consulting created a list of expectations of employees from their leader.
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