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1-3 of 3
Keywords: Call Centers
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Case Studies
Case Provider:
Kellogg School of Management Cases
Kellogg School of Management 1–3.
Published: 20 January 2017
...Sunil Chopra Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place. To develop...
Case Studies
Case Provider:
Kellogg School of Management Cases
Kellogg School of Management 1–6.
Published: 20 January 2017
...Sunil Chopra Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place. To develop...
Case Studies
Case Provider:
Kellogg School of Management Cases
Kellogg School of Management 1–7.
Published: 20 January 2017
...Martin A. Lariviere Bruce-Alfred Technologies (BAT) has built a successful business selling packaged software. Its marketing has long promised free technical support to all customers, a key point of differentiation from BAT's competitors. However, the call center providing tech support is now...
