Experiential Learning Via Call Simulations to Improve Customer Service

A primary objective of many call centers is a reduction in customer care representatives' time to achieve[PDF Download]

Benchmarking Call Centers

In the past five years, the call center has moved from a back-office cost center to the front line of the[PDF Download]

Encouraging Human Potential: A Career Development Success Story

This case illustrates how a major financial services company developed an internationally recognized[Download PDF]

Evaluating Strategy Implementation in a Religious Organization: An Organizational Learning Approach

This study used the Schwandt organizational learning model (1995a, 1995b) to evaluate the[Download PDF]

Measuring Training Effectiveness in a Call Center

This case study is to help readers accurately measure call center training effectiveness in a tiered[PDF Download]

The Psychological Impact of Change and Reengineering in a Call Center

When a company's goal is to provide world-class customer service to its callers, training and managing[PDF Download]

A Partnership for Integrating Work and Learning

There are few practical strategies for integrating work and learning in traditional manufacturing[Download PDF]

A Strategic Approach to Retention Improvement

This study demonstrates how a retention improvement program generated an extremely high impact[Download PDF]

Achieving Future State Training

Duke Power's call center is located in a rapidly growing section of Charlotte, North Carolina, a city that[PDF Download]