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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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SAFE and Travis: Leading in Uncertain Times
Mitchell, Jordan; Cardona Soriano, Pablo; Rosenberg, MikeCase DG-1522-ELeadership and People Management, Service and Operations ManagementForty-five miles apart from each other in Northern California, two not-for-profit credit unions SAFE and Travis had successfully transitioned from military segment-based to community charter credit unions. Both had grown to over $1 billion in assets via a combination of organic growth, mergers, and acquisitions. Above all, both had injected an unwavering commitment to member service. As of 2007, SAFE and Travis faced several questions: What would...Starting at €8.20
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20