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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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Building a 'Grand' Style: The John F. Kennedy's Experience
Leggett, Brian O'Connor; Salvia, A.Case DPO-103-EBusiness Ethics and Corporate Social Responsibility, Leadership and People ManagementThe Kennedy case is about how someone who was uneasy speaking in public became one of the best-remembered political orators of the 20th century. Kennedy worked hard to develop his oratorical abilities, while learning to turn controversy to advantage and polishing his networking skills. The case also deals with the advent of TV debates and audience management. Finally, it looks at examples of Kennedy's grand style: his inaugural address and his Be...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