Process Design and Management Research
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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Contact Center Operations: Effectively Serving Customers' Technical Issues
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"Contact Center Operations: Effectively Serving Customers' Technical Issues"
Based on a survey of 29 primarily high-tech organizations, this 25-slide presentation identifies trends in contact centers that service customers with technical issues... (ID 4551)
Companies Profiled: Bioproducts, Vodacom, Talisma, WJ Communications, more ...
Price: $823.95
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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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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
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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
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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
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Hunt Call Center Site Visit
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Hunt Corporation Overview
Hunt Corporation, formerly Hunt Manufacturing, is undergoing a thorough
transformation... (ID 3052)
Companies Profiled: Hunt
Price: $9.95
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