Contact Center Excellence: Developing & Maintaining a World-Class Contact Center
A must-have for all contact center executives, this series is critical for driving call center success. Through extensive interviews, benchmark surveys and multiple site visits, this series highlights the tactics used by some of the world's top companies to develop and implement efficient and high-quality call centers as well as transition existing customer service centers into high-sales performers.
You can benefit from the collective wisdom and adopt ready-to-implement practices of more than 50 companies that participated in these Best Practices, LLC research initiatives, including: American Express, AT&T, Bank of America, Bell South, British Airways, Carlson Leisure, Citigroup, Citizens Bank of Canada, Dell Computer, Eastman Kodak, EDS, Federal Express, General Electric, IBM and Saturn.
Use this series to apply contact center development and maintenance initiatives proven to:
- Drive sales through restructured contact center and resource allocation changes.
- Increase customer loyalty.
- Effectively manage change when service reps are introduced to sales roles.
- Increase per-transaction sales by implementing effective cross-selling processes.
- Emulate the world's leading contact centers.
- Drive rep productivity through performance tracking.
- Increase employee retention and satisfaction.
- Identify mega trends and apply ever-changing technology to the highest value points.
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Industries Profiled:
Telecommunications; Aerospace; Financial Services; High Tech; Banking; Medical Device; Internet; Retail; Service; Computer Hardware; Computers; Chemical; Consumer Products; Health Care; Shipping; Manufacturing; Research; Logistics; Consulting; Automobile; Insurance; Electronics; Multiple
Companies Profiled:
A Leading Pharmaceutical Company; Aliant Telecom; American Airlines; American Express; AT&T; Avnet; Bank of America; Bank One; Baxter; Baxter International; Bell South; Bluewin; British Airways; Brookstone; BT Group; Carlson Leisure; Citigroup; Citizens Bank of Canada; Dell Computer; Dow Chemical; Dow Corning; Eastman Kodak; EDS; Express Scripts; Federal Express; Federated Department Stores; FedEx; Fidelity Investments; General Electric; IBM; Inc.; Lands' End; LexisNexis; Lucent Technologies; L.L. Bean; Medtronic; Nationwide Credit; NCR; Reality Group; Royal Bank of Canada; Rydex; Saturn; Softwaredioxide; Sprint; State Farm; Texas Instruments; TIAA-CREF; Toyota; Toyota/Lexus; Travelocity; T. Rowe Price; Verizon; Wachovia; Wells Fargo
Included Research:
This bundle combines all of the individual research listed below into one easy-to-purchase transaction. Read individual research abstracts by clicking the titles. Return to this page to add the bundle to your cart.
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