Customer Service: Managing World-Class Call Centers to Increase Customer Loyalty
This white paper is an excerpt from research profiling a class of companies that demonstrate successful practices in managing call centers. Information was gathered through extensive surveys and interviews among managers from 11 companies. Best Practices, LLC analysts employed qualitative and quantitative research methods to identify and probe the winning strategies and operational approaches in call center management.
Industries Profiled:
Financial Services; Automobile; Health Care; Insurance; Shipping; Retail; Manufacturing; Multiple; Telecommunications; High Tech
Companies Profiled:
American Express; Saturn; Baxter Healthcare; State Farm; Federal Express; T. Rowe Price; Fidelity Investments; TIAA-CREF; LL Bean; Toyota; Lucent Technologies
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