APQC's perspective on best practices in Offering Customer Self-Service, featuring case examples from Cisco Systems, Lands' End, Harrah's Entertainment, and AMF Bowling.

APQC's perspective on best practices in Self-Service for Internal Customers, featuring case examples from Tally Defense Systems, Eastman Chemical Co., and Hewlett-Packard.

APQC's perspective on best practices in The Internet as Low Cost Customer Service, featuring case examples from National Gypsum and Lands' End.

How does an organization effectively use existing service-oriented call center capabilities to promote the sale of its products?

Get a snapshot of contemporary call center practices and see where call centers are headed while gaining insight into key leadership and implementation roles.

Subject matter expert Kathryn Jackson provides an overview of the best practices learned during APQC's Customer-Centric Contact Center: A New Model study, focusing on customer centricity, study findings, ...

Offering insight into the practices of excellent call centers that serve as organizational linchpins, this book focuses on approaches to managing call center operations, supervising employees, troubleshooting ...

Subject matter expert Kathryn Jackson describes the shift from profit centricity to customer centricity, where organizations place customers at the center of business.

This company profile provides a brief overview of Crutchfield's customer-centric contact center focus in the areas of experimenting with mass customization, using database information to customize relationships, and ...

Discover how to enhance your organization's level of customer support and customer service delivery to meet growing expectations in Call Center's and the Internet: Enhancing Customer Contact .