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Customer Service > Call Centers > Call Center Process Design
Call Center Process Design Research

Call Center Excellence: Customer & Performance Management 
Non-members: Click here to review a complimentary excerpt from "Call Center Excellence: Customer & Performance Management" STUDY OVERVIEW Organizatio... (ID 5097)
Companies Profiled: 3M Pharmaceuticals, Abbott Laboratories, Allstate Insurance Company, BD, more ...
Price: $3900.00   Free Excerpt Available
Multi-Year Compendium of Information Technology Company Case Studies (2005 to 2007): Meeting Proceedings 
OVERVIEW Information Technology companies share space in one of the business world’s most competitive industry sectors... (ID 4966)
Companies Profiled: Intuit, Hewlett-Packard, Teradata, Fujitsu, more ...
Price: $1149.00
Measuring the Call Center Customer Experience 
Non-members: Click here to sign-up for a complimentary tour of "Measuring the Call Center Customer Experience" STUDY OVERVIEW Customer feedback d... (ID 4941)
Companies Profiled: Xerox, Misys International Banking Systems, Kronos, Irwin Industrial Tools, more ...
Price: $1476.00
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
Achieving Service-to-Sales Call Center Business Goals with Performance Measurement Systems 
Non-members: for a complimentary excerpt featuring this document, please click here... (ID 4854)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $993.00
Transformational Leadership in Managing Service-To-Sales Conversions in Call Centers 
Non-members: Click here to sign-up for a complimentary tour of "Transformational Leadership in Managing Service-To-Sales Conversions in Call Centers... (ID 4853)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $682.00
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
Trends in Process Excellence: Meeting Proceedings 
NonMembers: Download a complimentary excerpt of this document by clicking on the following link: http://www3... (ID 4781)
Companies Profiled: DuPont, Nationwide Insurance, Intrado, IBM
Price: $569.95
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
Develop an Integrated Approach to Process Management 
Top companies develop integrated approaches to process management... (ID 3364)
Companies Profiled: Motorola, FedEx, Corning, Saturn, more ...
Price: $9.95
Designing Processes to "Delight" Customers. 
Use Customer Preference Data to Deliver Premium Service at the Individual Level to Increase Customer Loyalty and Encourage Repeat Business... (ID 3352)
Companies Profiled: Verizon
Price: $9.95
Develop Systems to Efficiently Manage Call Center Workflow 
Develop systems to help service representatives quickly address and answer customer questions... (ID 3349)
Companies Profiled: General Electric, Citigroup, American Airlines, FedEx
Price: $9.95
Segment Incoming Calls to Maximize Efficiency to Customer Value 
Practices in this document include: Assigning specific 800-numbers to handle high-value customers and frequent callers... (ID 3031)
Companies Profiled: Xerox, Unilever, Lipton, Boeing
Price: $9.95
Employ an Integrated Call Center Management Process 
Practices in this document include: Outsourcing call center functions based on overall customer service strategy for resource optimization... (ID 3030)
Companies Profiled: Fellowes, Boeing, Xerox, At-A-Glance
Price: $9.95
TIAA-CREF Systems for Managing, Routing Calls Effectively 
This document profiles TIAA-CREF's call center, identifying best practices for managing calls... (ID 3022)
Companies Profiled: Federal Express, TIAA-CREF
Price: $9.95

 


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