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Planning Research

Call Center Ops: Winning Strategies and Tactical Deployments for Success: Meeting Proceedings 
Non-Members: To download a free excerpt of this meeting report, please click here... (ID 4948)
Companies Profiled: Accident Fund Company, Benjamin Moore, Best Practices LLC, Boeing, more ...
Price: $500.00
Structuring, Staffing and Managing Telesales Functions for Optimal Effectiveness 
Non-members: for a complimentary excerpt featuring this document, please click here... (ID 4940)
Companies Profiled: Dow Corning, Dresser-Rand, DuPont, Eli Lilly and Company, more ...
Price: $992.00
Management Activities in Service-to-Sales Conversions in Call Centers 
Non-members: for a complimentary excerpt featuring this document please click here... (ID 4877)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $620.00
Call Center Excellence: Sales Auditing and Verification Policies and Procedures 
Non-Members: Download a complimentary study summary of "Call Center Excellence: Sales Auditing and Verification Policies and Procedures" at http://www3... (ID 4824)
Companies Profiled: Becton Dickinson, Deluxe Corporation, Intuit, Misys International Banking Systems, more ...
Price: $974.00
Managing for High Performance in Service-to-Sales Initiatives 
Non-Members: To download the free summary available for "Managing for High Performance in Service to Sales," visit http://www3... (ID 4490)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $975.56
Process Development for Cross-Selling Excellence 
This 35-page document illustrates four models for implementing sales in service-focused call centers... (ID 4489)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $975.95
Training & Developing Employees for Service-to-Sales Roles 
This 29-page document illustrates how top companies reengineer their orientation and training systems to provide sales training to incumbent and new hire call center agents and supervisors... (ID 4488)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $923.95
Customer Service Excellence Project Maps 
Six detailed, color process maps comprise this document... (ID 4127)
Companies Profiled: Saturn, American Express, FedEx, T. Rowe Price, more ...
Price: $29.95
Key Call Center Trends 
This document includes a table that summarizes benchmark partners’ responses to the question: “What are the top three key trends that you have identi... (ID 3051)
Companies Profiled: Xerox, Dupont, Lipton, Boeing, more ...
Price: $9.95
Top Call Center Challenges 
This document includes a table that summarizes benchmark partners’ responses to the question: “What are the top three challenges that you have encoun... (ID 3050)
Companies Profiled: Xerox, Dupont, Lipton, Boeing, more ...
Price: $9.95
Monitor Rep Performance to Drive Customer Satisfaction 
Conduct frequent reviews of em... (ID 3036)
Companies Profiled: FiberMark, DuPont
Price: $9.95
Customer Service Communication & Leadership Implementation Planning Matrix 
This document contains a communication and leadership implementation planning matrix and action-planning worksheet for nine world-class companies... (ID 2949)
Companies Profiled: Saturn, American Express, FedEx, T. Rowe Price, more ...
Price: $18.95

 


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