CRM Magazine

INDEX OF ONLINE ARTICLES

Since the SOCAP journal was first published in 1982, it has carried more than 700 articles by 600+ authors. This index covers most articles that have appeared since 1982.

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ARTICLES

Call Centers

1-800-Yes.Delighting the Customer
800 Number Portability: Perils and Opportunities
800 Toll Free Number Alert
A Remote CSR Workforce Can Improve Service: It's Not a Far-Fetched Concept
A Systematic Approach to Call Center Site Selection
Achieving Profits During a Downturn
Artificially Intelligent "Bots": Will They be Your Next New Hire?
Call Centers: Optimizing Your Options
Coca-Cola Cares: A New Hotline Concept
Common Call Center Forecasting Problems
Competitive Edge or Over the Edge? Best Practices for Automated Response Systems
Consolidating Your Call Center: Pros and Cons
Consumer Affairs 101: The Basics of Running a Consumer Information Center
Consumer Satisfaction Surveys 101: How to Get Started
Converting Traditional Call Centers into Web-Enabled Contact Centers
Customer Assistance Center Powers Saturn's Success
Customer Service 800 Numbers: Recent Research and New Developments
Customers Serving Customers
Dispensing TLC at Pfizer's Call Center
Familiar Challenges, New Opportunities in Call Center Management
Four Important Principles of Real Time Queue Management
Georgia Power's Customer Service Center Smart Ride to Telecommuting
Global Care: The Indian Back Office
How Many Calls Will I Get? It Depends!
How to Hire the Best Call Center Staff
Is Outsourcing CRM a Viable Option?
Journey Into 2004: Replacing Call Center Systems
Leading the Way: The Call Center's Impact on Brand Image
Making Remote Work
Mistakes, Oversights, Challenges in Staffing a Call Center
National Car Rental: A Case Study (Outsourcing)
One-Call Resolution at the Saturn Customer Assistance Center
Outsourcing 101
Part-Time Staff: One Call Center's Perspective
Pros and Cons of Caller ID
Quaker Oats Company: Case Study (Outsourcing)
Retaining and Engaging Call Center Personnel
Roche Pharmaceuticals Questions the Acceptance of Unacceptable Service
Saving the Day! Developing a Disaster Recovery Plan for Your Contact Center
Statistical Quality Control: Call Center Quality Improvement System
Strategic Call Center Planning: Southern California Edison Case Study
Take Me to Your CFO: Connecting Call Center Facility Design With Profit
Taking the Guesswork Out of Staffing
Technologies That Enable Telecommuting
Telecommunications in the Consumer Affairs/Customer Service Department
Telecommuting and the Law
Telephone and Correspondence Benchmarks
Ten Key Incoming Call Center Performance Measurements
Ten Major Trends in Call Center Operations
The Cost of Delay: Saving Money By Improving Service Level
The New Face of Customer Service
The Next Big Thing in Call Centers
Three Ways to Get the Most Out of Your Call Center
To Outsource or Not to Outsource
Toro Co-Sources for Seasonality
Tug of War: Culture Vs. Goals in Call Centers
Two Challenges of Monitoring E-Interactions: Technology and a 'Personal Touch'
Two Realities That Can Send Service Level Into the Swamp
Understanding and Minimizing Abandonment
What's a Manager to Do? Part 1: Centralized or Decentralized Outsourced or Inhouse?
What's a Manager to Do? Part 2: Analyzing the Options
What's a Manager to Do? Part 3: Best-in-Class Call Centers

CEO Viewpoint

A Major Environmental Issue
Amtrak Customer Satisfaction and Strategic Planning
Asking the Right Questions About Customer Satisfaction
CEO Viewpoints, Colgate-Palmolive, Hallmark Cards
Change as a Challenge: A Challenge to Change
Consumer Affairs: A Key Link Between the Consumer and the Company
Consumer Data: The Issue of Privacy
Customer Service and Technology: A Winning Combination
Developing a Culture of Inclusiveness
Ethical Behavior in the Contemporary Business World
Natural Gas Industry Poised For Good Consumer Relations
Today's New Operating Environment

Complaint & Inquiry Handling

Abnormal Consumer Behavior
Checkmate: Complaint Handling Practices at an Impasse With Rage
Complaint Handling in the Public Sector
Complaint Management: Product Retrieval and Retail Quality Audits
Customer Candor: A Tool for Partnerships
Customer Satisfaction and Service: Lessons from Problematic Industries
Customers from Hell: When is Enough, Enough?
Does Self-Service Really Drive Down One-to-One Contacts?
Don't Feed the Angry Customer
From the Cradle to the Grave: Jiffy Lube's F.I.N.E. Warranty Program
Getting Consumers to Complain
Guidelines for Quality Internet Responses
Handle Complaints by Asking Customers to Use Less of Your Product
Handling Repeat Complainers
International Guidelines for Effective Complaint Handling
Measuring First Contact Resolution and Its Impact on Budget Revenue
Presidential Complaints: How to Meet These Challenges Head On
Service Magic: The Art of Amazing Your Customers
Seven Recommendations for Service Companies: A Study on Complaint Handling
SOCAP Consumer Power Study
Ten Tips to Turn Furious Customers Into Fans
The Feedback Factor: A New Standard For Customer Loyalty
The Myth of the Satisfied Customer
The Road to Profitability is Lined with Satisfied Customers
The Value of an Apology
Thirty Ideas in 30 Minutes
Understanding and Reaching the Consumer
What Works on the Phone Can Backfire in E-Mail
When Consumer Activists Call

Constituencies & Liaisons

10..9..8..Status Check
Doing Business with Consumer Advocacy Groups
Federal-State Partnership for consumer Protection
FTC's Role in Consumer Protection Enforcement
Have We Made a Difference? Perspectives from Leading Consumer Affairs Advocates
Highlights of USOCA History
How to Work with Consumer Advocates
IOCU's Role in the Worldwide Consumer Movement
National Consumers Week: How SOCAP Members Celebrate
Partnerships: A Successful Evolution of Efforts
Public Participation in Corporate Policy Making: The Stakeholder View
Serving Consumers at the U.S. Department of Commerce
The ABC's of Building Goodwill
USOCA and Consumer Protection: Past, Present and Future

Consumer Affairs Role and Profession

50 Ways to Boost your Career
Building SOCAP For a Brighter Future
Chief Customer Officer: Developing a New Role in the Organization
Column: Trend Watch
Column: Trend Watch
Communicating Corporate Policy: The Role of Consumer Affairs in Environmental Issues
Consumer Affairs Department: Structure and Staffing
Consumer Affairs in the 21st Century
Consumer Affairs Instrumental in Prospering Retail Food Chain
Consumer Affairs Planning - The Road to Success
Consumer Commitment: From Action to Satisfaction
Consumerism Then & Now
Culture Shock: Consumer Confidence in the Wake of September 11
Does Anyone Really Represent the Customer Interest?
Don't Stop Thinking About Tomorrow
Excellence Everyday! A Case Study Collection
How to Win Points and Influence Senior Management
I Don't Want a Relationship, I Want a Box of Frosted Flakes
I Want to Be in Charge of Customer Care: The New Advertising Department
Leveraging the Value of Our Direct Link with Customers
Luxury Service: Romancing the High-End Customer
Make Your Move: A Sneak Peak of How Ten Changes Today Will Affect Tomorrow's Consumer
Managing Personal Stress Through Merger Mania
Marketing SOCAP and the Consumer Affairs Profession
Measuring the Effects of Consumer Affairs
Moving Toward Our Goals in 2002
Now Entering the Future: Be Prepared to Change
Preparing for The Next Millennium
Product Liability: The Role of Consumer Affairs
Put the Customer at the Top of the Chart
Remembering the Pepsi Syringe Crisis
Representing the Consumer on the Inside
Reputation Risk Issues: Present and Future
Sage Advice: 28 Ways to Position and Strengthen Consumer Affairs in Your Company
SOCAP Member Profile 1993
SOCAP's Vision for the Future
SOCAP, A Growing Organization
SOCAP: 20 Years of Growth and Success
Straight From the Recruiter: Managing a Successful Career
Successful Consumer Affairs Professionals Stay in Touch with the Times
The American Express Client Service Center
The Changing Balance of Market Power in CRM and the Role of Consumer Affairs Professionals
The Consumer Affairs Profession: Who Are We Kidding?
The Consumer Affairs Role in an Era of Slow Growth Markets
The Customer Service Quarterback
The Decade of the Consumer Affairs Professional
The Emerging Corporate Culture
The Future of Consumer Affairs
The Future Role of Consumer Affairs
The Future Role of Relationship Management
The Importance of Staying Technically Competent
The New Rules of Consumer Empowerment
The Perfect Storm: Surviving the Emerging Storm of CRM Trends
The ROI on Delight
The Voice of the Customer: How to Capture, Use and Advocate Consumer Data in Your Company
Thriving Amidst Change: Navigating Your Way to Fulfillment
Where is Consumer Affairs Headed?
Why Savvy Marketers Are Craving Consumer Feedback
Your Local Better Business Bureau: Friend or Foe?

Consumer Education & Information

A Consumer's Guide to Renting a Car
Book Review: The Encyclopedia of the Consumer Movement
Changing Consumer Rights
Consumer "Buycotts" Accenting the Positive with Organized Consumer Action
Consumer Challenges in the Marketplace
Consumer Education and Information: Classroom Promotions in Jeopardy?
Consumer Education Opportunities and 800 Numbers
Creating Publications That Make a Difference
Customer Loyalty: Utility Companies Prepare
Implications of the Nutrition Labeling & Education Act of 1990
Increasing Customer Loyalty by Teaching Techies to Talk
Industry and Consumers Profit From Privacy Protection
Innovations in Consumer Education
Minimizing Costs, Maximizing Impact: How to Reach Your Customers via Private/Public Initiatives
National Consumers Week: An Opportunity to Reach Out to Consumers
Recent Trends in Product Labeling: Federal and State Requirements
Teaming Up to Build a Better Consumer Publication
The Consumer Movement in the U.S. Today and Tomorrow
Using Technology to Create a Publication
What Can Companies Do Better?

Consumer Loyalty/ Market Value

Achieving 100 Percent Satisfaction: An Omaha Steaks Case Study
Aligning Customer Relations Service with the Brand
B2C and B2B Online Communities Create Opportunities to Build Loyalty
Building Staff Loyalty to Increase Customer Loyalty
Carpe Diem: Opportunities to Add Value
Complaint Response Satisfaction and Market Impact
Consumer Affairs: The Road to the Bottom Line
Consumer Loyalty: The Priceless Commodity
Customer Loyalty Defined: Myth Versus Reality
Customer Loyalty in 1998
Customer First Teams
Customer Retention and the Loyal Customer
Customer Satisfaction Measurement, Consumer Affairs and Relationship Management
Customer Satisfaction: The Key to Customer Retention
Customer-Centered Customer Service
Designing a Business Case for Fross-Functional CRM
Don't Let Lost Customers Short Circuit Your Retention Efforts
Every Customer Touch is a Sales Opportunity: Convert Your Customer Care to "Sales Care"
Getting Customer Feedback, In Consumer and Business-to-Business Situations
Getting More From Customer Experience Management Programs
How Customer Service Builds Loyalty and Profits
How to Grow Consumer Loyalty
Integrated Marketing: Maximizing the Lifetime Value of Your Customers
Keeping the Customer at the Heart of the Company
L.A.S.S.O. the Consumer and Close the L.O.O.P. for Lifetime Satisfaction and Loyalty
Lessons Learned from Service Businesses: The Impact of Service Quality is Measurable
Making Sense of the Measurement Maze: How Subaru of America Developed a Practical Solution to a Strategic Problem
Proactive Versus Reactive Customer Contact
Retention Beats Acquistion Every Time!
SOCAP's Landmark Consumer Loyalty Study: The Sponsors Speak Out
Solutions: Listening to the Mulit-Channel Customer
Strategic Benefits of Consumer Communications Management
Strengthening Your Craft as a Forecaster: Anticipating Consumer Behavior
Supermarket Relationship Marketing
The Next Level of Interaction
To Have and To Hold: Using Tiered Services to Keep Your Best Customers
Using Technology to Manage Customer Loyalty
Using the Voice of Customers to Drive Corporate Change

Consumer Privacy/Regulations

Assembling Better Measures
Dealing with Today's HIPAA Regulations

Data Analysis & Reports

A Roadmap for Collecting and Packaging Voice of the Customer Data for Maximum Impact
Actionable Consumer Satisfaction
Assembling Better Measures
Avoid Database Management and Analysis Pitfalls
Consumer Index Measurement
Consumer Survey Data System at Xerox
Converting Consumer Data Into Action
Customer Contact: More Is Better
Customer Intelligence Through New Eyes
Customer-Based Research: Research to Action
Don't Skip Dessert
Finding Stability in a Recession: Use Data Mining to Target Your Most Profitable Customers
Five Keys to Designing Sucessful Customer Service Satisfaction Measurement and Management
Forecasting Trends: John Naisbitt's Trend Letter
Forecasting Trends: The Roper Organization
How Accurate is Your Data? A Schick Case Study
How to Make Headlines at Your Company: A Journalist's Sure Fire Approach
I Can't Get No Satisfaction
Market Research and the Role of Consumer Data
Maximizing the Value of Consumer Affairs Data
Maximizing the Value of Your Database
Measuring Confidence
Mining Your Database: How Consumer Affairs Can Help Companies Learn About Their Customers
Optimizing the Value of Your Consumer Contact Database
Part I: Using Database Management to Increase Customer Loyalty and Sales
Part II: Using Database Management to Increase Customer Loyalty and Sales
Plotting Your Course: Using Control Chrats to Interpret Customer Satisfaction Data
Plugged in or Plugged Up: Effective Use of Customer Feedback
Presenting Consumer Data for Maximum Impact
Reporting Call Center Activity to Upper-Level Management
Service Metrics: Using the Dashboard to Drive Customer Intelligence
Sometimes Insight Comes From Outside: Levi Strauss & Co.'s Consumer Relations Benchmarking Project
Survey Processing
Surviving the Information Explosion: Using Electronic Information Sources
The Critical Incident Technique
The Xerox Approach to Consumer Data
Trend Monitors

Internal Corporate Relations

Brand Strategists and CRM Strategists: We Can't Ignore Each Other Much Longer
Case Study #1: Nurturing the Internal Customer: The Federal Express Step-by-Step Approach
Case Study #2: Nurturing the Internal Customer: (John Hancock) Partnerships Ensure Better Products and Services
Consumer Affairs and Consumer Insights: A Winning Team
Creating Connections to Build Internal Relationships
Developing a Proactive, Consumer-Oriented Marketing Program
Help! Marketing Hates Me! Make Peace--and Profits--With Marketing
Keys to Successful Voice of the Customer
Managing Your Relationship with Marketing
Positioning Consumer Affairs to Form Successful Partnerships
Selling Consumer Affairs to the CFO
Selling the Value of Consumer Affairs: A Case Study of the Coca-Cola Co.
The Role of Mediation in Consumer Affairs
Using Partnerships to Gain Influence

International Business & Cultural Diversity

A New Wave: Global Expansion of Consumer Affairs
An Emerging Global Consciousness
Are Stereotypes and Prejudice Sabotaging Your Organization?
Bridging the Language Barrier
Can Offshore Be Off the Hook Without Going Off Your Rocker?
Creating a Culture of Service Down Under
Cultural Assets Inventory: Tapping All Resources to Provide Customized Customer Service
Customer Care Across Borders: Location Opportunities
Customer Care Across Borders:Three Little Helpers
Customer Satisfaction & Japanese Business
Customer Service Abroad
Diversity Should Be Embraced
Diversity: Definition and Application to the Consumer Affairs Profession
Effective Cross-Cultural Communication
Emerging Global Consumer Trends
European Call Center Issues
Global Customer Relationships-Dream or Disaster
Global Outlook - Australia 1991: A New Way of Doing Business
Global Outlook - Consumer Affairs: Canada
Global Outsourcing: An In-Depth Look at the Trend That is Here to Stay
Going Global: Challenges and Benefits for Customer Care
Going Global: How to Think and Act as a Whole-World Customer Service Provider
Got the Message? Giving Feedback in a Diverse Environment
Helping Minority Consumers Through a Public/Private Partnership
Hispanic Market Calling.Specialty Call Centers Answering
How to Deal With a Foreign Accent
International SOCAP Exchange
Is Your Global Expansion Plan on Track?
Maximizing International Relations: How to Understand and Get Along With UK
Offshore Outsourcing Q & A
Passport to Customer Satisfaction: Managing Multi-National CSR Operations
Preparing for Global Service
Raising the Standard of Customer Service: The Australian Experience
Serving the Foreign-Born Consumer
SOCAP's Commitment to Diversity: A Multicultural Issue Task Force Report
Team Building and Diversity: An Opportunity to Find Common Ground
The Consumer Affairs Professional as a Change Agent
The International Call Center Imperative
The Philippine Advantage: Accessing Quality, Skilled Workers
The Single European Market
Training to Manage Diversity
Transforming the Complexion of Corporate America
Wooing the Minority Market

Issues & Issue Management

AARP's Approach to Combating Fraud Targeted to Its Members
Are You Service All Your Customers? No Hablamos Espanol
Beyond the Web Site: Customer Relationship Management in the Online Community
Boomer Consumers and Healthcare
Building an Interpretive Services Area, Part 1
Building an Interpretive Services Area, Part 2
Building Consumer Trust and Confidence in E-Commerce
Building Corporate Trust in Turbulent Times: Consumer Affairs as the First Line of Defense
Changing Social Values: The Shaping of Consumer Demands and Behavior
Citizen's Agenda for the 1990s
Communicating With Consumers: Hazard vs. Outrage
Community Involvement Can Make a Difference
Consumer Advisory Panels: An Idea Whose Time Has Come Again
Consumer Links Program
Consumer Privacy in Cyberspace
Consumer Privacy Protection: Ten Predictions
Consumerism Through Group Activity
Corporate Kindness Pays Off
Countdown to the Year 2000
Customer Loyalty: Maintaining During a Merger
Developing Consumer Affairs Programs to Address Consumer Trends
Direct Marketing and the Issue of Privacy
Dog Days at Northwest: A B2B Case Study
Employees and Customers with Disabilities: How Do You Rate on Service?
Environmental Activist Listing
F.T.C. 'Losing Patience' with Business on Web Privacy
Freebies and Privacy: What Net Users Think
From the Headset to the Courtroom: Strategies for Handling Potential Lawsuits
Global Change and the Role of Consumer Affairs
Gray Areas of Green Legislation
Green Seal: Encouraging a New Generation of Consumer Products
Handling the Hype of Web Hoaxes
If You Use Paper, You May Have a Serious Problem
Issue Management Through Early Detection
Just a Phone Call Away
Just How Much Privacy Do Consumers Expect?
Keeping Your Consumers Healthy and Safe: Provide a Check-Up to Maintain Consumer Loyalty
Listening for Better Issues Management
Living Together: Energy and the Environment
Making Return Policies Rational
New Opportunities For Consumers With Disabilities
Partnerships Can Strengthen Environmental Issues Management
Privacy and Responsible Marketing
Privacy and the Trust Equation: Keeping up with the Law and the Marketplace
Privacy in the Information Age
Privacy Should Be the Concern of Every Consumer Affairs Professional
Privacy: A Legal Update on Taping and Monitoring
Product Recalls: Avoid Beheading the Messenger
Providing Social Capital: Enhancing Community Presence and Civic Progress
Putting Privacy in Perspective
Reading the Cycles of Consumerism
Recall Readiness: Lessons from the Trenches
Satisfying by Example: The Role of Community Service In Corporations
Self Regulation - The Proactive Alternative to Regulation
Seniors and Their Assets: Implications for Consumer Affairs
Services and Satisfaction Keys to the '90s Agenda
Serving the "New Age"ing Consumer
Setting Up Your Early Warning Systems and Limiting Your Liability in Product Recalls
Shelter From the Storm: A Case Study in Crisis Management
Shifting Corporate Culture: From Lean & Mean to Lean & Meaningful
Special Services Required
Tamper Resistant Packaging: Public Health Protection
Ten Predictions
The Aging Population and the Consumer Agenda
The Channel Challenge of an E-Commerce Marketplace
The Computer Time Bomb: Will the Year 2000 Glitch Disrupt Your Customer Service?
The Emerging Environmental Revolution
The Impact of Consumer Fraud on Legitimate Business Operations
The Key to Serving in a Multicultural Environment: Connecting with the Individual
The Need for Strong Federal Consumer Protection in the '90s
The U.S. General Services Administration and Y2K
The Valdez Principles: Corporate Environmental Responsibility
Tomorrow's Green Market Consumer
What Price Glory? Product Liability
What's the Limit? How Far Should You Go to Protect Your Company?

Management of Department

A Best Practice for Sharing Best Practices: Finding B2B Answers to "How Do I Delight My Customers?"
Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service
Are You a Candidate for Burnout?
Are You Dressed for Success or Failure?
Asking to Make the Right Hiring Decision
Bottom Line It or Forget It
Brainstorming: A Key to Innovative Ideas
Business Reply Mail Yields Increased Response to Customer Satisfaction Surveys
Can You Spare Some Change? Alternative Officing and Telecommuting
Confidently Selling Ourselves and Our Ideas
Consumer Health and Safety: A Discussion of Ethics
CRM Secrets: 10 Steps to Successful Implementation
CRM--What's All the Fuss About?
Customer Care Concerto in C Major
Customer Service and Legal: An Important Alliance
Deming and Downsizing
Developing Your Negotiation Skills: How to Reach Good Agreements and Improve the Relationship
Doing More With Fewer Resources
Executive-Consumer DIAL-ogue
Five Ways to Mine Cost Savings: Strategies for Effective Scheduling
From the Abstract to the Concrete: How to Transform Your Contact Center Into a Business Intelligence Center
Hiring and Retaining Superior Staff
How Do You Know It's Time to Outsource?
How Retailing Regulations Can Improve Customer Relations
How to Develop and Manage a Home Agent Program
I'd Like a Contact Center Capability Maturity Model and a Large Diet Soda , To-Go Please
Increasing Agent Retention
Knowledge Sharing is Power
Leadership and Followership
Leading a Distributed Work Group
Lessons from Nordstrom: How Companies Emulate the Retailer's Hiring Practices
Making an Impression: How to Lead Your Team to Success
Managing a Small Consumer Affairs Department
Managing the Invisible: Unwritten Ground Rules of Corporate Culture
On the Horizon: Tips, Trades and Advice From Past SOCAP Chairmen
Our Workforce is Not Very Good, But at Least Turnover is High
Outsourcing for Success: Making Your Marriage with a Service Bureau Work
Outsourcing: A Case Study
Outsourcing: Why Consumer Affairs Needs to Learn How to Manage It
Packaged Goods Companies Create Customer Service Partnerships
Protecting Against Burnout
Quality Leadership.Reward it When You See It
Ready. Set. Crisis! Proactive Planning for Effective Crisis and Risk Management
Recruiting for Customer Service Representatives in the High Tech Era, Should We Put People Skills or Computer Skills First?
Reworking the Workplace
Seven Guidelines for Mnaging an Outsourced Research Provider
Seven Quality Assurance Features to Expect When Commissioning a Consumer Research Project
Seven Rules to Follow When Commissioning a Consumer Research Project
Seven Techniques for Creating a Motivating Workplace
Shopping for the Best Call Center Employees
Success Traits for Consumer Affairs Managers
Taming the Stress Tiger in Your Contact Center
Teamwork: Not Just a Team
Telecommuting: On the Road to Excellence in Customer Service
Ten Great Ways to Manage Your Greatest Assett
The Four Cornerstones of Teambuilding: Part I Trust
The Four Cornerstones of Teambuilding: Part II Communication
The Four Cornerstones of Teambuilding: Part III Leadership
The Four Cornerstones of Teambuilding: Part IV Rewards
The Waves of Change: Managing Employee Resistance
Tough Questions to Ensure Customer Loyalty
Tours of Consumer Affairs Departments: Armstrong World Industries, Inc.
Tours of Consumer Affairs Departments: Kraft General Foods USA
Treating Employees as Customer: Estimating the Bottom Line Impact of Employee Dissatisfaction and Setting Rational Priorities
Turning Outsourcing Into an Opportunity
Using Contract Labor/Contingency Call Center Staffing
Using Punch Lines to Improve Your Bottom Line
Using Technology to Manage During Tough Times
Where is Customer Service Trending?
Winning Tactics: Using Feedback to Motivate Employees
Work-at-Home Pilot Program

Quality/Operations Improvement

A View of the 21st Century Consumer
Benchmarking: The Pathway to Process Innovation
Can Quality and Systems Co-Exist?
Case Study: How Royal Mail Moved Its Operation
Changing Corporate Culture and Validating Quality Service
Changing the Focus From Cost to Customer
CL&P's Road towards Best-of-Best Performance in Customer Service
Consumer Affairs: Keystone of a New Business
Creating a Customer-Focused Organization
Create a High-Functioning Team Across Operational Areas
Creating Value Through Corporate Strategy
Developing Customer Eyes
Do Service Guarantees Improve Service Quality?
E-Merging as a World-Class Service Provider Through the Internet
Eight Great Ways to Do More With Less
Focusing on Problems to Improve Service Quality
Lessons from the Customer Service Revolution in the Automotive Industry
Linking Incentives to Satisfaction Metrics at All Levels of the Organization
Measuring Your Service Quality
More Flexible Systems and Analytical Capabilities Define A New Competitive Advantage
Moving to the Next Level: How Organizations are Addressing the New Consumer Affairs Challenges
Overnight Success Theories: Pitfalls and Perils of Management Fads and Software Solutions
Pitching a No-Hitter
Recovering and Learning From Service Failure
Running the Extra Mile: Going Beyond Standards in Sales and Service Process
Service Recovery: Implementation Strategies for Operations
Setting and Monitoring Quality Standards in the Consumer Affairs Department
Seven Keys to Managing Successful Quality Service Improvement
Six Steps to Translate Customer Feedback
Six Ways to Make Training Stick
That's Great Advice Charlie Brown! New Rules for Mining Customer Intelligence
The Components of Effective Call Monitoring
The Cost of Quality
The New ROI: Return on Information
The SOCAP CCMM: Your Roadmap to Greater Contact Center Efficiency
Three-Way Proactive Approach to Customer Satisfaction
Tips for Improving Your Customer Relationship Management Efforts
Tips for Successful Postcard Surveys
Total Quality Management and Consumer Affairs: Two Sides of the Japanese Experience
TQM: Where is it Today and Where Will it be Tomorrow?
Transforming A Customer Care Program: How Tilia Direct Integrated Strategic Selling and Created A Money Maker
Use Customer Contacts to Create Value-Added Services and Improve Corporate Profitability
Using Six Sigma to Address the Voice of Customer Concerns
Where Are We Going? Are We There Yet? Service Standards Point the Way

Staff Development

Are You Ready for the Next Caller?
Becoming a Contact Center Employer of Choice
Build Customer Loyalty through Employee Empowerment
Building Better Customer Service Email
Building Rapport with the Customers
Call Center Performance Evaluations: Balanced Approach
Changing Consequences for Better Behaviors
Changing Education to Meet the Needs of a Changing Profession
Closing the High Tech Service Gap
Corporate Volunteer Initiatives
Cross Training: An In-House Solution
Dealing with Repeaters and Prank Calls
Do's and Don'ts for Delivering Top-Notch Customer Service
E-Writing: Five Steps to Clear Thinking on Screen or Paper
Emotional IQ: Aptitude for Success in Consumer Affairs
Employee Recognition and Training Innovation
Ensuring Front Line Follow Through on Customer Value
Friendliness Counts: A New Approach to Call Center Logic
From Student to Intern to Professional: Starting in Consumer Affairs
Funding a Training Initiative
Generation X as the Consumer Affairs Professional in Business
Getting Going, Getting at it, and Getting Through it: The Arts of Listening, Proving and Positive Phrasing
Getting the Most from Generation X: A Customer Strategy Argument
Handling Criticism with Honesty and Grace
High-Tech Motivation: 21 Tools for Successful Telecommuting
Hiring the Best Customer Service Staff
How to Institute Change
If You Pick Up the Phone, You Own the Call
Improving Quality With Proper Measurement and Monitoring
In Customers We Trust
In Pursuit of Front Line Feedback
Internships: If You Build it, Will They Come?
It Takes More than Just 'The Thought' To Really Count
Keys to Hiring the Right People to Serve Your Customers
Laying the Foundation for a Quality Call
Leveraging Your Company's Values to Improve Morale
Little Things Count a Lot in Customer Service
Magnetic Service: A Prescription for Anxious Customers
Make a Lasting Difference - Invest in Your Employees
Making Your Training Investment Pay Off
Music to Their Ears: What Consumer Hear in Your Email
Outsourcing Consumer Affairs Calls
Performance Measurement: Quality Versus Quantity
Practical Tips for Effective E-Writing
Protecting Your Most Important Players, Proactive Customer Recovery
Put Yourself in the Customer's Shoes
Raising the Bar at Amazon.com
Re-Engineering Customer Service to Achieve One Call Resolution
Real Life Results: Pumping Up Training Programs
Score! Training CSRs to Be Problem Solvers
Separate Yourself from Amateurs
Service Level Agreements: A Double-Edged Acronym
SOCAP: A Valuable Resource
Staying Close to the Customer
Sustaining Employee Motivation
Talkin 'Bout G-G-G-Generations
Ten Easy Steps to Defusing Anger
The Art of Employee Surveys
The Career Path of Consumer Affairs Professionals
The Customer Experience: Training Through a Game of Chance
The Front Line Employee's Evolving Role as a Customer Relationship Manager
The Future of Consumer Response Letters
The Impact of Conflict Management Training On Customer Service Delivery
The Invisible Employee That Consumers Love to Hate
The Key to Recruiting and Retaining Your Team: Know Your Staff
The Magic of Service Extravagance: Empowerment!
The Workforce is Changing the Way We Do Business: Are You Prepared for the Future?
Top 10 Customer Service Techniques
Training for Non-Trainers: Five Simple Steps to Success
Training to Ensure Customer and Employee Focus
Training Your Consumer Affairs Staff
Turning Internships into Partnerships: A New Level in Company and College Relations
Understanding Generation X in the Workplace
University Internship Programs: How to Tap Into the Next Generation of Consumer Affairs Professionals
Unleashing the Power of Customer Care in Your Organization
Using Taping as a Training Tool
Why Mentoring is Critical to Both You and Your Company's Success
World-Class Service=Creativity+Technology: Preparing for the Next Generation of Service Professionals
Your Ideas - Your Universe..An Employee Suggestion Program

Technology

A Utility Inquiry Classification System
Answer Engines: The Search For a Better Search
Benchmarking Cyberservice: Initial Findings and Implications for Continued Research
Breakthrough Contact Center Technology: The Customer Service Screen
Case Study: Gather Feedback to Enhance Your Web Site
Channel Surfing: Using Preferences, Usage and Satisfaction Data to Construct a Company-Specific Multi-Channel Access Plan
Click Here For Satisfaction
Commonsense Relationship Management: The Key to Your Successful CRM Project is Not Technology
Consumer Information Over a High Tech Backyard Fence
Contact Centers Benefit From Next Service Trend: Software-as-a-Service
CRM at Internet Speed
CRM: The Challenge of Presenting a Single Face to Customers
Customer Contact Via Cyberspace: SOCAP Members Establish Sites on the Internet
Cybercops - Looking Out for Cyber Consumers
Data Mining Finds a Calling in Contact Centers
Discovering the Power of Segmented Voice Tools
Don't Let Technology Tales Wag Your Dog: Choosing Innovations for Your Customer Care Center
eBusiness Customer Support
Emerging Technology: Intelligent Agents that Help You Work Smarter
Executing Your Game Strategy: Is Self-Service Worth Your Companies Investment?
Expanding High-Tech Access to Consumer Education
Focus on your Customer and Your Bottom-Line: Offer Diverse Customer Support
How Consumer Technology Tips the Scales to Consumers
How E-Business Redefines the Business-Consumer Relationship
How to Manage E-Mail Effectively
How Web-Enabled Technologies Make Sense For Your Business and Your Customers
Imaging for Consumer Response
Jump on the Consumer Information Superhighway Now!
Making Sense of Alphabet Soup: An Introduction to XML
Making Technology Work for Consumer Affairs
New Technologies and How They Fit Together
New Technologies Offer Multiple Options for the Future
Offline Web Use Becoming Reality
Oh No! You've Got E-Mail
Pivot Tables: A Step-by-Step Guide to Using This Reporting Tool
Pros and Cons: In-House Versus Vendor Software Systems
Service Level and Response Time In A New Era
Seven Steps to Effectively Implementing a Customer Interaction Solution
Software CEO Talks Technology
Solving the Database Dilemma: One Company's Triumphant Story of Enforcing New Customer Service Policies
Speech Recognition: Automated Customer Service that Customers Actually Like
Strategic Considerations In Offering A Web Site to Improve Customer Communications
Tech Tips: Fillng the CRM Gap
Technology's Impact on Consumer Affairs Operations
Technology: Changing From a Call Center World to a Contact Center World
The Avalanche of E-Mail: How to Manage and "Mine" Customer E-Mails
The Best Service is Often Self-Service
The Fax: Instant Consumer Information on Demand
The Next Level of Market Research: A Web-Based Concept
The Trap of Obvious Truths
Thinking About New Technology? Think About Your Customer First
Tomorrow: Seeing Farther And Better
Tuning in to Tsunami Email: Ride the Wave with ERMS
Turning E-Customer Service Into a Competitive Advantage
Unifying Technological Infrastructure for Successful Customer Relationship Management
Use Your Web Site to Improve Customer Service and Support
Using Technology to Target Personalized Service
Voice on the Phone is Not Human, But It's Helpful
Want to Talk Toyota? Prodigy Offers a Direct Link to the Manufacturer
Web Support Automation vs. Human Support
Web-Based Self-Service: The ROI 'Sweet Spot' for Customer Care
Your Guide to the SOCAP Web Site