Call Center Process Design Research
Call Center Excellence: Customer & Performance Management
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Non-members: Click here to review a complimentary excerpt from "Call Center Excellence: Customer & Performance Management"
STUDY OVERVIEW
Organizations that provide support services for their products rely on call centers to deliver efficient and effective customer service to resolve any complaints and to work better with clients... (ID 5097)
Companies Profiled: 3M Pharmaceuticals, Abbott Laboratories, Allstate Insurance Company, BD, more ...
Price: $3900.00 Free Excerpt Available
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Measuring the Call Center Customer Experience
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Non-members: Click here to sign-up for a complimentary tour of "Measuring the Call Center Customer Experience"
STUDY OVERVIEW
Customer feedback drives customer service representative (CSR) training, product and service improvement, and service-oriented culture development... (ID 4941)
Companies Profiled: Xerox, Misys International Banking Systems, Kronos, Irwin Industrial Tools, more ...
Price: $1476.00
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Training & Developing Employees for Service-to-Sales Roles
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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
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Structuring for Optimal Call Center Service-to-Sales Performance
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"Structuring for Optimal Call Center Service-to-Sales Performance
Click here to down load Study Excerpt
Study Overview:
Organizations that have successfully developed a service-to-sales orientation in their call centers must continually review the efficiency of their organizational structure and make changes as required to accommodate new product and service introductions and to improve performance... (ID 4878)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $806.00
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Transformational Leadership in Managing Service-To-Sales Conversions in Call Centers
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Non-members: Click here to sign-up for a complimentary tour of
"Transformational Leadership in Managing Service-To-Sales Conversions in Call Centers"
Study Overview:
Increasingly, call center leaders are seeking to bolster their revenue by transforming traditional service channels into eservice and sales channels... (ID 4853)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $682.00
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Trends in Process Excellence: Meeting Proceedings
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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
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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
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