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Customer Service > Call Centers > Process Design and Management
Process Design and Management 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
Service-to-Sales Call Center Metrics for Financial Product and Services Companies 
Non-members: for a complimentary excerpt featuring this document, please click here... (ID 4924)
Companies Profiled: JP Morgan Chase, GE Money (formerly GE Consumer Finance), EFG Eurobank Ergasias, Goldman, more ...
Price: $1342.00
Creating and Sustaining a Winning Customer Experience in the Call Center: Meeting Proceedings 
Non-members: for a complimentary excerpt featuring this document, please click here... (ID 4887)
Companies Profiled: Hewlett-Packard, Hartford, eTalk, Fujitsu, more ...
Price: $500.00
Structuring for Optimal Call Center Service-to-Sales Performance 
Non-members: Click here to sign-up for a complimentary tour of "Structuring for Optimal Call Center Service-to-Sales Performance Click here to down... (ID 4878)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $806.00
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
Contact Center Operations: Effectively Serving Customers' Technical Issues 
Non-members: Click here to sign-up for a complimentary tour of "Contact Center Operations: Effectively Serving Customers' Technical Issues" Based o... (ID 4551)
Companies Profiled: Bioproducts, Vodacom, Talisma, WJ Communications, more ...
Price: $823.95
Contact Center Measurements in the Financial Services Industry 
This 18-page slide presentation reveals how companies use and measure contact center performance... (ID 4541)
Companies Profiled: Washington Mutual, MetLife, BankOne, Wachovia, more ...
Price: $604.95
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
Identifying, Recruiting & Cultivating Service-to-Sales Talent 
This 25-page document focuses on winning practices for selecting, winning and cultivating call center employees for sales ability... (ID 4487)
Companies Profiled: Carlson Leisure, Bank One, Travelocity, Bank of America, more ...
Price: $891.95
Driving Call Center Performance Improvement 
This report explores in detail how several top-performing companies track performance and focus on improvement for their call center operations... (ID 4367)
Companies Profiled: IBM, T. Rowe Price, Saturn, FedEx, more ...
Price: $344.95
Managing the Call Center Answer Process 
This report examines the ways that several top-performing companies manage processes at call centers to ensure maximum customer satisfaction and operational efficiency... (ID 4364)
Companies Profiled: Lucent Technologies, American Express, USAA, AT&T UCS, more ...
Price: $344.95
Designing Call Center Strategy and Structure 
This report examines the ways that several top-performing companies organize and run call centers to ensure maximum customer satisfaction and operational efficiency... (ID 4363)
Companies Profiled: General Electric, T. Rowe Price, FedEx, American Express, more ...
Price: $344.95
Hunt Call Center Site Visit 
Hunt Corporation Overview Hunt Corporation, formerly Hunt Manufacturing, is undergoing a thorough transformation... (ID 3052)
Companies Profiled: Hunt
Price: $9.95
Manage the Call Center to Provide Customer Satisfaction 
This document provides short glimpses into practices related to several call-center issues such as organization, complaint management, repairs and logistics... (ID 2525)
Companies Profiled: General Electric
Price: $18.95
Design Efficient Call Centers to Improve Customer Service 
This document provides creative strategies and techniques that can be employed to create an efficient call center... (ID 2520)
Companies Profiled: American Airlines
Price: $9.95
Organize Customer Feedback to Provide Better Service 
Recognize that customer feedback is the most important metric... (ID 2519)
Companies Profiled: USAA
Price: $9.95
Create Productive Call Centers for After Sales Service and Support 
A world-class company relies on customer information, "life event" tracking, segmentation, customer valuation, and a set of core values to maintain a productive call center... (ID 2517)
Companies Profiled: USAA
Price: $9.95
Manage Call Centers for After Sales Service and Support 
Practices in this document include: Specializing call centers to give expert advice... (ID 2507)
Companies Profiled: IBM
Price: $9.95
Utilize Skills Routing To Make Best Use Of Employees’ Capabilities 
Companies utilize the unique abilities of their call center employees by instituting a process called "skills routing... (ID 2204)
Companies Profiled: Boeing Employees Credit Union, PM Company
Price: $9.95

 


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