Planning 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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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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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 identified in the field of
customer service call centers?” The table is arranged by area of response: for
example, a response such as “Handle Customer Inquiries Through the Internet”
would be placed in the “Web/EDI/ERP” category... (ID 3051)
Companies Profiled: Xerox, Dupont, Lipton, Boeing, more ...
Price: $9.95
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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 encountered as a customer
service call center manager?” The table is arranged by area of response: for
example, a response such as “Hiring and training CSRs in time for seasonal
peaks” would be placed in the “Recruitment and Retention” category... (ID 3050)
Companies Profiled: Xerox, Dupont, Lipton, Boeing, more ...
Price: $9.95
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