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Customer Support and Service
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Customer Support and Service
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References

References

Anonymous, (2004), British Consumers Refuse To Be Silenced Over Poor Customer Service, PR Newswire, p 1, New York

Anonymous, (2000a), Are companies ignoring customer complaints?, Customer Interface, Vol 13, Iss 9, p 16, Advanstar Communications, Inc, Duluth

Anonymous, (2000b), UK "could do much better" says major complaints survey, The British Journal of Administrative Management, Iss 22, p 7, Orpington

Alban, O., (2004), Optimizing Customer Experiences; Bridging Front-Office Contact Centers and back-Office Departments, Customer Inter@ction Solutions, Vol 22, Iss 12, pp 50-54, Technology Marketing Corporation, Norwalk

Champion, C., (2003), Taking advantage of Web self-care to meet client needs: Customer Inter@ction Solutions, Vol 22, Iss 5, p 48, Technology Marketing Corporation, Norwalk, CT

Daniels, D., (2003), Self-service: Creating value with natural language search, Call Center Magazine, Vol 16, Iss 10, p 8, CMP Media LLC, Manhasset, NY

Daniels, S.E., (2002), Check out this Baldrige winner, Quality Progress, Vol 35, Iss 8, pp 41-47, Milwaukee

Dawson, K., & O'Herron, J, (2003), After the sale. . .the hard part, Call Center Magazine, Vol 16, Iss 8, p 48, San Francisco

Fleischer, J., (2003), The top currency in financial services: Call Center Magazine, Iss 2, pp 42-48, CMP Media LLC, Manhasset

Hamzah, A., and Zairi, M., (1996), People management: where is the evidence of best practice? Part II, Training for Quality, Vol 4, Iss 3, pp 23-31, MCB, Bradford

Hoffman, D. A., (2002), Winning the hearts of customers: Customer Interface, Vol 15, Iss 2, pp 42-44, Advanstar Communications, Inc., Cleveland, OH

Jensen, E., (2004), Improving The Quality Of PostSales Technical Support Through Virtual On-Site Technology: Customer Inter@ction Solutions, Vol 22, Iss 10, pp 66-67, Technology Marketing Corporation, Norwalk, CT

Jones, C., (2004), Developing a Scorecard for Service Quality, Management Services, Vol 48, Iss 4, pp 8-13, Institute of Management Services, Enfield

Kaish, S., (2004), Enhancing Service And Reducing Costs With The Ip-Based Virtual Call Center: Inter@ction Solutions, Vol 23, Iss 1, p 46, Technology Marketing Corporation

Korostoff, K., (2002), SLAs Carrot or stick?: Business Communications Review, Vol 32, Iss 9, pp 58-60, Business Communications Review, Hinsdale, IL.

Lough, M., Lester, J., (2004), Providing Quality Web-Based Customer Service: Customer Inter@ction Solutions, Vol 22, Iss 8, pp 54-57, Technology Marketing Corporation, Norwalk

Ramsey, R. D., (2003), How to handle customer complaints: The American Salesman, Vol 48, Iss 10, p 15, National Research Bureau, Burlington, IA

Romney, J., (2004), Help the help desk: Intheblack, Vol 74, Iss 9, pp 34-37, CPA Australia, Melbourne

Stewart, D., (2004), It all started with shopping carts: ABA Bank Marketing, Vol 36, Iss 1, pp 36-41, Bank Marketing Association, Washington, DC

Westcott, R., (2002), Customers: A love/hate relationship?, Quality Progress, Vol 35, Iss 7, pp 35-41, American Society for Quality, Milwaukee

Wookey, J., (2003), How well do your customers treat you?: Customer Inter@ction Solutions, Vol 22, Iss 2, p 54, Technology Marketing Corporation, Norwal

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