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.
March, 02
In the network of the federal project called “You are an Enterpreneur 2010” Kraskovski together with Novosibirsk House of Youth began to prepare for the local phase of the competition – “Business School for Youth” (BSY).
February, 19
ACI World announced the top performing airports in 2009 and it’s interesting the only factors airport quality rating includes are the ones relating to passengers’ experience.
February, 12
Roberto Verganti, Professor of the management of innovation at Politecnico di Milano, the author of many books on innovation and competition, shared with HBR readers his secrets of consumers behavior during recession .
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