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Best Practice Database
Customer Service » Call Centers » Leadership and Communication
Metrics, Graphics, Detailed Process Map
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.
Change is inevitable. The use of continual training paired with a representative’s known skill sets will aide in the acclamation of new employee roles. Through positive attitudes and proper incentives, reps may uncover customer needs to better serve the organization.
At the May 2004 Global Benchmarking Council Meeting members and guests gathered to discuss the leadership and change management required to make the transition to sales through customer service, as well as the stepwise process best-in-class companies use to gain corporate buy-in, momentum and resources for the transformation.
Vice presidents, directors and managers in sales, customer service, and human resources, will benefit most from the case studies of five leading companies and the summarized transcripts from three facilitated roundtable discussions.
COMPANIES AND CASE STUDIES
Case studies include speaker biographies and company background before describing key challenges company leaders faced and how they overcame them, recent benchmarking research and results or the past, present and future of customer service. Speaker anecdotes, quotes, select slides, insights and key take-aways all liven the case studies with personal touches and graphics.