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1-3 of 3
Keywords: Call Centers
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Teaching Notes
BAT Case: Putting Tech Support on the Fast Track
Available to Purchase
Journal:
Teaching Notes
Teaching Notes 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...
Teaching Notes
Quality Wireless (A): Call Center Performance
Available to Purchase
Journal:
Teaching Notes
Teaching Notes 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...
Teaching Notes
Quality Wireless (B): Call Center Performance
Available to Purchase
Journal:
Teaching Notes
Teaching Notes 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...
