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Telefónica CR Report: The 1004 call centre is the best in the industry… and improving
The telephone assistance service 1004 has been awarded the best Call Centre 2006 in the telecommunications industry. These awards are an industry reference and they acknowledge the CS Quality Excellence.
Strategic Business Solutions, LLC - Case Study - Strategic Business Process Improvement
"[Consultant's] teams helped our performance where it counts "the bottom line".
Holeton Consulting - Management, Leadership, Process, Systems, Profitability, ISO-9000
Service Division headquarters of $800 million privately held corporation. The Service Division provides a variety of contract services for state and federal government agencies, such as food service, aircraft maintenance, etc. Situation
GE WorkOut Consulting and Training | Rath & Strong Case Study
A medical imaging device manufacturer’s profitability was severely affected by quality defects in its x-ray tube product line. In addition, customer satisfaction was suffering due to consistently missed production schedules. All of the failures were discovered at final inspection.
http://www.carpenterhawke.com/CaseStudy/Default.aspx?EditID=78
Aberdeen Group: IBM Targets Sales Growth and Customer Satisfaction with "Intel"-ligent Warranty
As the world’s top provider of computer products and services with more than $91 billion in annual revenues, IBM maintains a service division that is among the largest in the world, and the company boasts a growing service business that accounts for half of its sales.
http://www.aberdeen.com/summary/report/case_study/IBM-ServiceBench_Case%20Study_3767.asp
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Telefónica CR Report: New invoice at Telefónica España
Even though Billing had been working on the idea, the request of an invoice “Usability Study” arises from the Operational Excellence framework. The idea was to have a new invoice that would reduce the number of customer complaints and calls.
Telefónica CR Report: Telefónica del Peru ISO 9001 Certification
Telefónica del Peru has obtained ISO 9001 certificates for its main customer service processes as a result of a certification plan initiated in 2003 by means of an elaborate design of its Quality Management System.
Telefónica CR Report: Telefónica España Customer Ombudsman Service
In April 2006 Telefónica created, in a leading and pro-active manner in its sector, a new institutional area, completely independent from the corporate area, dedicated to defending the rights of Telefónica’s clients.
Telefónica CR Report: Movistar is the mobile telephone operator that registers the least claims
Movistar is the mobile telephone operator that registers the least claims according to information provided by the Telecommunications User Service Office, which belongs to the Ministry of Industry. Specifically, Movistar receives 0.37 claims per 10,000 clients, compared with 0.
Telefónica CR Report: Movistar Area in Buenos Aires
In 2006 Movistar opened a Technological Area in its Commercial Office located in Avenida Corrientes y Florida (Federal Capital), so its customers could make contact with the latest mobile phone technologies and make the most of their advantages.
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Customer Support Metrics
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