Customer Relationship Experts
SOCAP White Papers
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Eliminating Consumer Confusion: How to Respond to Consumer InquiriesAs consumers continue to utilize the Internet as a source for accurate health information, it is imperative that consumer packaged goods (CPG) companies come together to establish universal responses to common consumer health and ingredient questions. Inconsistent answers from one company to the next can confuse the consumer and lead to an increase in consumer frustration. To help eliminate consumer confusion, the Consumer Packaged Goods Industry Committee of SOCAP developed a survey that addressed how CPG companies handle and respond to consumer inquiries on specific issues.
2010 Social Media Primer
The Social Media Landscape in Canada
Le paysage des médias sociaux au Canada
2006 Call Center Employment Outlook
The Changing Landscape of Outsourcing
Doing More with Less
Consolidated Enterprise Reporting for Disparate Systems and Cross-Functional Contact Centers
Raising the Profile of Customer Care
Work Force Management
Is Service Really That Bad?
Building Relationships With CRM
The Death of Lifetime Value
Service in a Monopolistic Environment
Wasting Money Surveying to Get Answers You Already Know
Net-Based Customer Service Systems
Call Center Rep Coaching
Small Win Coaching for Measurable Improvement
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