Contact Center Solutions Featured Article

Customer Care Institute Names New Fellow

February 28, 2008

The Customer Care Institute today announced that it has named Dr. Frederick C. Van Bennekom a Fellow of the Institute. As a Fellow, Van Bennekom will develop new tools and techniques to assist customer care professionals with their customer satisfaction measurement programs. The Institute expects that Van Bennekom’s experience as an author, lecturer and instructor on service management will add new dimensions to the group's work.


“We established the Customer Care Fellows program to recognize thought-leaders in Customer Care and to provide them opportunities for advanced research and program development,” explains Roger Nunley, managing director of the Institute. “Members of the Institute and the Customer Care professionals we serve will benefit from our association with Dr. Van Bennekom.”

Van Bennekom is the author of Customer Surveying: A Guidebook for Service Manager, and co-author of a major research report on Problem Prevention Through Design for Supportability: Gaining Competitive Advantage from Customer Support, with Keith Goffin of Cranfield Management School in England. He has published in both industry and academic journals and is a frequent speaker at industry conferences worldwide. Additionally, he teaches Operations Management and Service Management courses in the Executive MBA program at Northeastern University and in Harvard University's Certificate in Management program.

“I am honored to be named a Fellow of the Customer Care Institute,” said Van Bennekom. “Over the past few years, I have consulted with the Institute on several projects and presented at the organization’s events. I look forward to working more closely with the Institute to further study and report on the science of customer satisfaction measurement.”

The Customer Care Institute (CCI (News - Alert)) is an international resource organization that assists customer care professionals with improving the delivery of customer care. Over 7,000 customer care professionals are members of the Institute. CCI has assisted companies from a range of industries in building and enhancing their customer care programs.

For more information about the Institute, visit www.customercare.com.

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