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Customer Service > Call Centers
Call Centers Research

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... (ID CSS-63)
Companies Profiled: A Leading Pharmaceutical Company, Aliant Telecom, American Airlines, American Express, more ...
Price: $17928.00   Free Excerpt Available
Transforming Contact Centers into High-Performing Sales Channels: Building Service that Sustains Sales 
Economic, competitive and regulatory pressures have companies investigating new measures that will protect and expand customer relationships and cost-efficiently expand sales efforts... (ID CS-63)
Companies Profiled: Aliant Telecom, American Express, AT&T, Bank of America, more ...
Price: $4938.00   Free Excerpt Available
Managing Service to Sales Cultural Transformation 
Across all industries, businesses are increasingly being forced to maximize return on their assets; this phenomenon is no more visible than in customer service call centers... (ID CS-64)
Companies Profiled: Carlson Leisure, Wells Fargo, Sprint, Intuit, more ...
Price: $4718.00   Free Excerpt Available
Managing World-Class Call Centers: Site Visit Findings 
Our most comprehensive call center report! Improve processes, performance measurement, and human resource management to transform your call center into a world-class customer service tool... (ID CS-50)
Companies Profiled: A Leading Pharmaceutical Company, American Airlines, American Express, Avnet, more ...
Price: $2490.00   Free Excerpt Available
Pharmaceutical Brand Management: Strengthening the Global Brand 
Focus on customer service and communications in support of global branding initiatives... (ID SM-131)
Companies Profiled: 3M, Aetna, American Express, AT&T UCS, more ...
Price: $2151.00   Free Excerpt Available
Developing the High Performance Team 
Master integrated systems in leadership, employee development, teamwork, and reward and recognition to build a world-class team... (ID HR-46)
Companies Profiled: AlliedSignal, American Airlines, Armstrong Building Products, AT&T, more ...
Price: $590.00   Free Excerpt Available
Customer Service Call Center Survey & Profiles 
Understand the primary operations and functions of a call center... (ID CS-55)
Price: $400.00   Free Excerpt Available
 


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