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Products & Services Customer Service Call Centers Process Design and Management

Designing Call Center Strategy and Structure

DB Image

ID: 4363


Features:

Graphics


Words: 2,444


Published: Pre-2013


Delivery Format: Online PDF Document


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.

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This report examines the ways that several top-performing companies organize and run call centers to ensure maximum customer satisfaction and operational efficiency. Included are proven steps that companies such as American Express and General Electric have taken to boost customer service performance, staffing and location structures and aligning call center operations with corporate goals.

Industries Profiled:
Manufacturing; Financial Services; Shipping; Telecommunications; High Tech; Electronics; Internet


Companies Profiled:
General Electric; T. Rowe Price; FedEx; American Express; Lucent Technologies; Intel; IBM


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