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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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Verizon Reimagines Corporate Real Estate
Lehr, Josh; Amigó, Pau; Prats, Mª JuliaCase E-191-EDecision Analysis, Entrepreneurship, Innovation and ChangeIn late October 2015 James Tousignant, Director of Transactions and Real Estate Development for Verizon Global Real Estate, was sitting in his office at Verizon's headquarters in Basking Ridge, NJ' a sprawling 1.4 MM square foot megaplex of 80's construction. The compound was made up of nine building wings and a central core to serve food to over 5,000 employees each day. As he looked out his office window he pondered what he should do. Verizon h...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