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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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Savannah Discovery Kenya: Doing Well to Do Good
Anvari, Nava Emilia; Cobián, Diego; Liechtenstein, HeinrichCase E-240-EEntrepreneurshipSavannah Discovery Kenya (SDK) is an ecotourism company that operates four camps in two of Kenya's wildlife conservancies. Their model is based on delivering top-notch safari experiences while leaving a positive footprint in the places where they operate. Through their long-term partnership with the Maasai people, Savannah Discovery seeks to bring together community empowerment and nature conservation. At the base of SDK's concept lies the fundam...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
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Savannah Discovery Kenya - Teaching Note: Doing Well to Do Good
Anvari, Nava Emilia; Cobián, Diego; Liechtenstein, HeinrichTeaching Note ET-60-EEntrepreneurshipSavannah Discovery Kenya (SDK) is an ecotourism company that operates four camps in two of Kenya's wildlife conservancies. Their model is based on delivering top-notch safari experiences while leaving a positive footprint in the places where they operate. Through their long-term partnership with the Maasai people, Savannah Discovery seeks to bring together community empowerment and nature conservation. At the base of SDK's concept lies the funda...Starting at €0.00