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Written Best Practices
These are qualitative findings from large, interview-based Research and Consulting projects with company leaders that explain how and why they have found the practice to work for them. Best practices are often in the format "do this to achieve that."
 | Brand Management and Product Leadership |
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| Business Operations |
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| Clinical Operations |
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 | Customer Service |
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| Successful Hiring Strategies for Service-to-Sales Call Centers   
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Non-members: Click here to sign-up for a complimentary tour of
"Successful Hiring Strategies for Service-to-Sales Call Centers"
Study Overview:
Companies converting call centers from service-only to service-and-sales functions often discover they must find and tap new talent pools to successfully fill sales roles... (ID 4879)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $372.00
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| Structuring for Optimal Call Center Service-to-Sales Performance
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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 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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| Achieving Retail Banking "Customer Experience" Excellence 
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Non-members: Click here to sign-up for a complimentary tour of
"Achieving Retail Banking "Customer Experience" Excellence"
Study Overview:
Whether you're McDonalds, Starbucks or a Caribbean financial institution, the quest for customer service excellence is an overarching goal... (ID 4869)
Companies Profiled: Barbados National Bank Inc., Scotiabank, Royal Bank of Canada, RBTT Bank, more ...
Price: $386.95
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| Marketing and Sales Strategies for Satisfying and Retaining Bank Customers
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Non-members: Click here to sign-up for a complimentary tour of
"Marketing and Sales Strategies for Satisfying and Retaining Bank Customers"
Study Overview:
Caribbean retail financial institutions have learned that, just like in personal courtships, enticing trinkets and gimmicks are not the best approach for ensuring long-term banking customer relationships... (ID 4868)
Companies Profiled: Barbados National Bank Inc., Scotiabank, Royal Bank of Canada, RBTT Bank, more ...
Price: $364.14
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| In Search of Operational Excellence: Key Findings for Retail Financial Services Companies
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Non-members: Click here to sign-up for a complimentary tour of
"In Search of Operational Excellence: Key Findings for Retail Financial Services Companies"
Study Overview:
The intensely competitive nature of the retail-banking industry prompted members of the Barbadian retail financial services community to collectively explore multiple challenges facing their industry... (ID 4867)
Companies Profiled: Royal Bank of Canada, Scotiabank, Butterfield Bank, City of Bridgetown Co-Op Credit Union, more ...
Price: $85.00
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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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| Managing Service-To-Sales Conversions in Call Centers: Training
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Non-members: Click here to sign-up for a complimentary tour of
"Managing Service-To-Sales Conversions in Call Centers: Training"
Study Overview:
As inbound and outbound call center executives and managers transform their call centers into service and sales channels, they must design and implement cross-channel training curricula and programs that integrate the skills and behaviors required by both channels... (ID 4855)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $1489.89
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| Achieving Customer Service Excellence in High-Demand Hotel Service Environments
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Non-members: Click here to sign-up for a complimentary tour of
"Achieving Customer Service Excellence in High-Demand Hotel Service Environments"
Study Overview
Customer service is the single most important element for the operational and financial success of hotels and resorts... (ID 4860)
Companies Profiled: The House Hotel, Colony Club Hotel, The New EdgeWater Hotel, Crystal Cove Hotel, more ...
Price: $406.15
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| Productivity Drivers for High-Impact Hotel Performance
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Non-members: Click here to sign-up for a complimentary tour of
"Productivity Drivers for High-Impact Hotel Performance"
Study Overview
The highly seasonal nature of the tourism business creates significant challenges for the hotel sector... (ID 4859)
Companies Profiled: The House Hotel, Tamarind Cove Hotel, The New EdgeWater Hotel, Turtle Beach Hotel, more ...
Price: $525.95
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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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| Service-to-Sales Excellence: Key Findings
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This 10-page document summarizes key findings from new Best Practices, LLC research on developing call center service agents for cross selling excellence... (ID 4486)
Companies Profiled: Aliant Telecom, Carlson Leisure, Travelocity, Bank One, more ...
Price: $379.04
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| Human Resources |
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| Knowledge Management |
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| Market Research, Analytics and Forecasting |
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| Marketing Management |
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| Medical Affairs |
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| New Product Development |
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| Patient Focused Services |
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| Product Launch |
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| Quality, Compliance and Regulatory |
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| Sales and Marketing |
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| Sales Leadership |
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