White Papers

2006

• The Customer Care Revolution, Top Mistakes to Avoid When Responding to Customers – Scott M. Broetzmann – Summer, 2006
  >> Adobe PDF (917 KB)
  
  
• Why the Customer Care Revolution has Failed: How Companies Misuse the Telephone when Responding to Customers – Marc Grainer, Jeff Maszal, & Scott M. Broetzmann – April, 2006
  >> Adobe PDF (54 KB)

2005

• The Do’s and Don’ts of Outsourcing Your Call Center – William D. Puso and Scott M. Broetzmann – September, 2005
  >> Adobe PDF (66 KB)
  
  
• More Apologies Please – July, 2005
  >> Adobe PDF (786 KB)
  

• Using the Voice of the Customer to Meet the Multi-Channel Imperative – Scott M. Broetzmann – June 13, 2005
  >> Adobe PDF (45 KB)
  
  >> Adobe PDF (76 KB)
  
  
• Eye of the Beholder – Mary-Jo Bitner, Ph.D. – March 1, 2005
  >> Adobe PDF (40 KB)

2004

• Customer Care – The Multibillion Dollar Sinkhole: A Case Of Customer Rage Unassuaged – Marc Grainer – October, 2004
  >> Adobe PDF (576 KB)
  

• Customer Care – The Key Lies in the Proper Multichannel Access – Cynthia Cormier, Marc Grainer, Scott Broetzmann – July 22, 2004
  >> Adobe PDF (52 KB)
  
  
• British Customer Care - Still Ineffective and Costing Business Billions – John Kemp – May/June 2004
  >> Adobe PDF (1544 KB)
  
  
• Q & A – SOCAP Consumer Power Study – 2004
  To locate and purchase a reprint of this article please visit:
  >> web

2003

• Checkmate - Complaint Handling at an Impasse with Rage – Marc Grainer, Scott Broetzmann, Cynthia Cormier – 2003
  To locate and purchase a reprint of this article please visit:
  >> web
  
  
• There Is The CUSS in Customer Service - How To Maintain G.R.A.C.E. Under Pressure – Monica Jenks – 2003
  >> Adobe PDF (192 KB)
  
  
• Customers! What More Do You Want? – Monica Jenks – 2003
  >> Adobe PDF 413 KB)

2002

• Complaints Vs. Customer Satisfaction – John Kemp – September, 2002
  >> Adobe PDF (148 KB)
  
  
• Creating Loyalty - Why Quality Feedback Beats A Holey Bucket – John Kemp – July, 2002
  >> Adobe PDF (208 KB)
  
  
• Call Monitoring - Tool Or Trap? – Monica Jenks – March 19, 2002
  >> Adobe PDF (511 KB)
  

• An Introduction To PAS 46 - British Standard Institution's Publicly Available Specification For Improving Loyalty – John Kemp – February, 2002
  >> Adobe PDF (198 KB)

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