Call Centers
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Thirty Ideas in 30 Minutes |
2005 |
The Next Big Thing in Call Centers |
2005 |
Three Ways to Get the Most Out of Your Call Center |
2005 |
Toro Co-Sources for Seasonality |
2003 |
Is Outsourcing CRM a Viable Option? |
2003 |
Leading the Way: The Call Center's Impact on Brand Image |
2003 |
Journey Into 2004: Replacing Call Center Systems |
2003 |
Career Development
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Expert Insights |
2008 |
Finding Your Currency |
2007 |
Complaint & Inquiry Handling
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International Guidelines for Effective Complaint Handling |
2005 |
Ten Tips to Turn Furious Customers Into Fans |
2005 |
SOCAP Consumer Power Study |
2004 |
Measuring First Contact Resolution and Its Impact on Budget Revenue |
2004 |
Measuring First Contact Resolution and Its Impact on Budget Revenue |
2004 |
SOCAP Consumer Power Study |
2004 |
Service Magic: The Art of Amazing Your Customers |
2003 |
The Road to Profitability is Lined with Satisfied Customers |
2003 |
Checkmate: Complaint Handling Practices at an Impasse With Rage |
2003 |
Consumer Affairs Role and Department
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Executive Corner: An Interview with Christopher Irving |
2009 |
Consumer Affairs Role and Profession
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Trend Watch: Sacred Cows Make the Best Hamburgers |
2009 |
How SOCAP Has Helped to Transform the Customer Care Profession |
2008 |
SOCAP International Celebrates Its 35th Anniversary |
2008 |
The Evolution of Customer Care and Opportunities for Women in Business |
2008 |
The Future of Customer Care: Four Cross-Industry Perspectives |
2008 |
Trend Watch |
2008 |
Trend Watch |
2008 |
Trend Watch |
2007 |
Column: Trend Watch |
2007 |
Trend Watch |
2007 |
Is Consumer Affairs Ready for Consumer 2.0? |
2007 |
Tips from the Top: Best Practices from Top Consumer Affairs Experts |
2007 |
Trend Watch |
2007 |
Why Savvy Marketers Are Craving Consumer Feedback |
2006 |
Column: Trend Watch |
2006 |
Column: Trend Watch |
2006 |
Column: Trend Watch |
2006 |
Column: Trend Watch |
2006 |
Your Local Better Business Bureau: Friend or Foe? |
2005 |
I Want to Be in Charge of Customer Care: The New Advertising Department |
2005 |
Luxury Service: Romancing the High-End Customer |
2005 |
The Perfect Storm: Surviving the Emerging Storm of CRM Trends |
2005 |
Excellence Everyday! A Case Study Collection |
2005 |
Straight From the Recruiter: Managing a Successful Career |
2005 |
Make Your Move: A Sneak Peak of How Ten Changes Today Will Affect Tomorrow's Consumer |
2003 |
The ROI on Delight |
2003 |
The Changing Balance of Market Power in CRM and the Role of Consumer Affairs Professionals |
2003 |
Consumer Education & Information
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Increasing Customer Loyalty by Teaching Techies to Talk |
2005 |
Consumer Loyalty/ Market Value
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The Hispanic Customer Service Experience: Making Your Business Latino-Ready and Latino-Friendly |
2008 |
Go Forward: Taking Customer Engagement to the Next Level |
2008 |
How to Keep Customers Rushing Back for More |
2008 |
Psycho-Linguistics: The Secret of Customer Communication |
2008 |
Customer Intelligence: Connecting the Dots |
2008 |
Reaching and Creating Loyal Consumers of Color: Expectations of Latino and African-American Consumers |
2007 |
Spanish-Speaking Customers Are Different: When It Comes to After-Sale Customer Care, One Size Does Not Fit All |
2007 |
The Six Drivers of Brand Credibility (And Why Consumer Affairs is So Central to the Equation) |
2007 |
Competing with Service Air |
2007 |
Relating, Not Translating: Providing Great Customer Service for Latinos |
2007 |
Customer Trust: The Next Big Thing in Marketing? |
2006 |
Empower Call Center Associates to Better Manage Moments of Truth |
2006 |
Strategic Benefits of Consumer Communications Management |
2006 |
The 50-Plus Market: A True Competitive Advantage |
2006 |
Every Customer Touch is a Sales Opportunity: Convert Your Customer Care to "Sales Care" |
2006 |
Aligning Customer Relations Service with the Brand |
2005 |
Customer First Teams |
2005 |
Designing a Business Case for Fross-Functional CRM |
2004 |
Achieving 100 Percent Satisfaction: An Omaha Steaks Case Study |
2004 |
Designing a Business Case for Fross-Functional CRM |
2004 |
Getting More From Customer Experience Management Programs |
2004 |
Retention Beats Acquistion Every Time! |
2003 |
Keeping the Customer at the Heart of the Company |
2003 |
Building Staff Loyalty to Increase Customer Loyalty |
2003 |
Consumer Loyalty/Market Value
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There Ought to Be A Law Against It: Why "Doing More with Less" Is Not a Winning Strategy |
2009 |
Building Consumer Trust as a Competitive Value |
2008 |
Consumer Privacy/Regulations
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Dealing with Todays HIPAA Regulations |
2006 |
10 Privacy Mistakes to Avoid |
2006 |
Consumer-Generated Media
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Social Media and Customer Care Managers |
2008 |
Trend Watch |
2008 |
Your New Toll-Free Number Is Ringing! Is Anyone Answering? |
2008 |
Data Analysis & Reports
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Data Reporting Best Practices |
2009 |
Industry Focus: The Value of Industry Benchmarking |
2009 |
Sharing the Voice of the Consumer at Clorox |
2008 |
Understanding the Data Collected in Customer Surveys |
2007 |
Sweet Success: Cadbury Schweppes Improves Customer Relations |
2007 |
Leveraging Consumer Contact Information |
2006 |
I Cant Get No Satisfaction |
2006 |
Actionable Consumer Satisfaction |
2006 |
How Accurate is Your Data? A Schick Case Study |
2005 |
How to Make Headlines at Your Company: A Journalist's Sure Fire Approach |
2004 |
Don't Skip Dessert |
2004 |
Service Metrics: Using the Dashboard to Drive Customer Intelligence |
2004 |
Customer Intelligence Through New Eyes |
2004 |
How to Make Headlines at Your Company: A Journalist's Sure Fire Approach |
2004 |
Service Metrics: Using the Dashboard to Drive Customer Intelligence |
2004 |
Don't Skip Dessert |
2004 |
Assembling Better Measures |
2003 |
Five Keys to Designing Sucessful Customer Service Satisfaction Measurement and Management |
2003 |
Sometimes Insight Comes From Outside: Levi Strauss & Co.'s Consumer Relations Benchmarking Project |
2003 |
Plotting Your Course: Using Control Chrats to Interpret Customer Satisfaction Data |
2003 |
Enhancing the Customer Experience
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When More Is Less: Why Value-Added Service Won't Give You an Endge in Tough Times |
2009 |
Helping Your Organization Do More with Less by Improving the Customer Experience |
2009 |
Trend Watch: Innovation: The Trend, Not the Buzz Word |
2009 |
Globalization
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Going Global: IBM's Opportunities and Lessons Learned |
2008 |
Global Site Selection: A Step-by-Step Guide to Choose Your Company's Best Contact Center of BPO Location |
2008 |
Industry Communities
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Industry Focus: Key Issues with SOCAP's Industry Communities |
2009 |
Industry Focus: An Interview with Linnea Johnson |
2009 |
Insourcing and Outsourcing
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Homeshoring Makes Everybody Happier: Big Benefits for CPG Companies |
2009 |
ThinSourcing: A New Way for Businesses to Operate |
2009 |
Internal Corporate Relations
|
Creative Solutions: Turning Lemons into Lemonade |
2007 |
Help! Marketing Hates Me! Make Peace--and Profits--With Marketing |
2005 |
Keys to Successful Voice of the Customer |
2003 |
International Business & Cultural Diversity
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Competencies for Today's Multicultural Market |
2007 |
Offshoring Captive Back Office Operations: Where Do I Go Now? |
2006 |
Going Global: Challenges and Benefits for Customer Care |
2005 |
Hispanic Market Calling
Specialty Call Centers Answering |
2005 |
Maximizing International Relations: How to Understand and Get Along With UK |
2005 |
Can Offshore Be Off the Hook Without Going Off Your Rocker? |
2005 |
Global Outsourcing: An In-Depth Look at the Trend That is Here to Stay |
2004 |
Offshore Outsourcing Q & A |
2004 |
Is Your Global Expansion Plan on Track? |
2003 |
Issues & Issue Management
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Business Social Responsibility: How Consumer Affairs Can Get a Seat at the Table |
2007 |
Recovering Lost Trust |
2007 |
The Best Offense Requires a Good Defense: Even the Best Executed Recall Still Requires an Effective Defense against Potential Future Claims |
2006 |
From the Headset to the Courtroom: Strategies for Handling Potential Lawsuits |
2004 |
Dog Days at Northwest: A B2B Case Study |
2003 |
Putting Privacy in Perspective |
2003 |
Shelter From the Storm: A Case Study in Crisis Management |
2003 |
Are You Service All Your Customers? No Hablamos Espanol |
2003 |
Setting Up Your Early Warning Systems and Limiting Your Liability in Product Recalls |
2003 |
Management of Department
|
Expert Insights: 5 Guidelines for Cultivating a Culture of Collaboration |
2009 |
Touch Points: Crisis Leadership: Taking Care of Those That Take Care of Your Customers |
2009 |
Front Line: Easy Ways to Do More with Less |
2009 |
Front Line: Morale Boosters for Tough Times |
2009 |
Front Line: Using Change Management |
2009 |
The Best Rewards Are Free |
2008 |
Twelve Ideas to Reduce Stress and Have More Fun at Work |
2008 |
Taming the Stress Tiger in Your Contact Center |
2006 |
The Best Interview Questions Ever |
2006 |
Call Center Blues: Bring in the Humor |
2006 |
Ten Great Ways to Manage Your Greatest Assett |
2005 |
Making an Impression: How to Lead Your Team to Success |
2004 |
On the Horizon: Tips, Trades and Advice From Past SOCAP Chairmen |
2004 |
Tough Questions to Ensure Customer Loyalty |
2004 |
Making an Impression: How to Lead Your Team to Success |
2004 |
From the Abstract to the Concrete: How to Transform Your Contact Center Into a Business Intelligence Center |
2004 |
Tough Questions to Ensure Customer Loyalty |
2004 |
On the Horizon: Tips, Trades and Advice From Past SOCAP Chairmen |
2004 |
From the Abstract to the Concrete: How to Transform Your Contact Center Into a Business Intelligence Center |
2004 |
Winning Tactics: Using Feedback to Motivate Employees |
2003 |
Protecting Against Burnout |
2003 |
Seven Techniques for Creating a Motivating Workplace |
2003 |
Customer Care Concerto in C Major |
2003 |
Five Ways to Mine Cost Savings: Strategies for Effective Scheduling |
2003 |
Professional Resources
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Touch Points: Are You Doing More with SOCAP in 2009? |
2009 |
Quality/Operations Improvement
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Integrating Change Management into Projects for True Success |
2009 |
The Hidden Enemy of Process Optimization |
2008 |
On the Home Front at ConAgra Foods |
2008 |
Adopting Consumer Affairs Best Practices at Old Mother Hubbard: Moving from Old-style Classic to Best-in-Class |
2007 |
Want to Improve Your Call Center? |
2006 |
Transforming A Customer Care Program: How Tilia Direct Integrated Strategic Selling and Created A Money Maker |
2006 |
CL&Ps Road towards Best-of-Best Performance in Customer Service |
2006 |
Create a High-Functioning Team Across Operational Areas |
2006 |
Eight Great Ways to Do More With Less |
2005 |
Six Ways to Make Training Stick |
2005 |
Using Six Sigma to Address the Voice of Customer Concerns |
2004 |
Changing the Focus From Cost to Customer |
2004 |
Changing the Focus From Cost to Customer |
2004 |
Using Six Sigma to Address the Voice of Customer Concerns |
2004 |
The SOCAP CCMM: Your Roadmap to Greater Contact Center Efficiency |
2003 |
Running the Extra Mile: Going Beyond Standards in Sales and Service Process |
2003 |
Where Are We Going? Are We There Yet? Service Standards Point the Way |
2003 |
That's Great Advice Charlie Brown! New Rules for Mining Customer Intelligence |
2003 |
Staff Development
|
Let Coaches Save Your Training |
2008 |
Manage, Mentor and Maintain Great Employees: How Nordstrom Inspires Its Employees |
2007 |
Building Rapport with the Customers |
2006 |
Training for Non-Trainers: Five Simple Steps to Success |
2005 |
Leveraging Your Company's Values to Improve Morale |
2005 |
Getting the Most from Generation X: A Customer Strategy Argument |
2005 |
Service Level Agreements: A Double-Edged Acronym |
2004 |
The Art of Employee Surveys |
2004 |
The Customer Experience: Training Through a Game of Chance |
2004 |
Music to Their Ears: What Consumer Hear in Your Email |
2004 |
Real Life Results: Pumping Up Training Programs |
2004 |
Friendliness Counts: A New Approach to Call Center Logic |
2004 |
Becoming a Contact Center Employer of Choice |
2004 |
Real Life Results: Pumping Up Training Programs |
2004 |
Score! Training CSRs to Be Problem Solvers |
2004 |
Unleashing the Power of Customer Care in Your Organization |
2004 |
Music to Their Ears: What Consumer Hear in Your Email |
2004 |
Service Level Agreements: A Double-Edged Acronym |
2004 |
Score! Training CSRs to Be Problem Solvers |
2004 |
Becoming a Contact Center Employer of Choice |
2004 |
Friendliness Counts: A New Approach to Call Center Logic |
2004 |
The Customer Experience: Training Through a Game of Chance |
2004 |
The Art of Employee Surveys |
2004 |
Protecting Your Most Important Players, Proactive Customer Recovery |
2003 |
Separate Yourself from Amateurs |
2003 |
Magnetic Service: A Prescription for Anxious Customers |
2003 |
Laying the Foundation for a Quality Call |
2003 |
The Key to Recruiting and Retaining Your Team: Know Your Staff |
2003 |
Building Better Customer Service Email |
2003 |
Improving Quality With Proper Measurement and Monitoring |
2003 |
Technology
|
Engaging with Social Media: Paying Attention to the Conversation |
2008 |
Using the Contact Record as an Information Portal |
2007 |
Benefiting from the Daily Use of Analytics in the Contact Center, Part 2 |
2007 |
Taking Relationships Off Hold |
2007 |
Blogging: The Empowered Consumer Goes Online |
2007 |
Taming the Uncontrolled Email Beast |
2006 |
Benefiting from the Daily Use of Analytics in the Contact Center, Part 1 |
2006 |
Increase the Usability of Your Customer Service Website |
2006 |
Breakthrough Contact Center Technology: The Customer Service Screen |
2005 |
Contact Centers Benefit From Next Service Trend: Software-as-a-Service |
2005 |
Focus on your Customer and Your Bottom-Line: Offer Diverse Customer Support |
2005 |
Don't Let Technology Tales Wag Your Dog: Choosing Innovations for Your Customer Care Center |
2004 |
Channel Surfing: Using Preferences, Usage and Satisfaction Data to Construct a Company-Specific Multi-Channel Access Plan |
2004 |
Seven Steps to Effectively Implementing a Customer Interaction Solution |
2004 |
Discovering the Power of Segmented Voice Tools |
2004 |
Channel Surfing: Using Preferences, Usage and Satisfaction Data to Construct a Company-Specific Multi-Channel Access Plan |
2004 |
Don't Let Technology Tales Wag Your Dog: Choosing Innovations for Your Customer Care Center |
2004 |
Seven Steps to Effectively Implementing a Customer Interaction Solution |
2004 |
Discovering the Power of Segmented Voice Tools |
2004 |
The Trap of Obvious Truths |
2003 |
Commonsense Relationship Management: The Key to Your Successful CRM Project is Not Technology |
2003 |
Tuning in to Tsunami Email: Ride the Wave with ERMS |
2003 |
Executing Your Game Strategy: Is Self-Service Worth Your Companies Investment? |
2003 |
How Consumer Technology Tips the Scales to Consumers |
2003 |
Solving the Database Dilemma: One Company's Triumphant Story of Enforcing New Customer Service Policies |
2003 |
Technology and Social Media
|
Recruiting Quality CSRs Using Social Media |
2010 |
Social CRM: How To Get Started |
2010 |
What 27,000 Consumers Can Tell You |
2010 |
Bold New World of Consumer 2.0 |
2010 |
Trend Watch: Why Consumer Affairs Must Go Back to the Future |
2010 |
Deep Customer Engagement is the Path to Success |
2010 |
The Rules of Engagement |
2010 |
Collecting Smiles and Stories and Traction in Social Media |
2010 |
There's A Customer Revolution Going On: Are You Ready? |
2010 |
Expert Insights: Using Social Media for Customer Engagement |
2009 |
Trend Watch: Consumer Insights 2.0: Why We All Need to Start Thinking Small |
2009 |
Executive Corner: Executive Chat Tackles Social Media |
2009 |
Expert Insights: "Can I Help?" Hearing the Voice of the Customer on the Social Web |
2009 |
Techology
|
Book Review: Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 |
2008 |
