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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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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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The Media Industry
Sigurdardottir, S.; Sieber, Sandra; Ricart, Joan EnricTechnical Note SIN-42-EInformation Technologies, Knowledge and CommunicationThe technical note explains the changes that are taking place in the media environment. The note, which is divided into 3 chapters, gives first a brief introduction to the Media industry. Secondly, it gives examples of technological changes affecting the industry such as the Internet, different types of broadband technology (cable, DSL, satellite, MMDS & LMDS, Mobile Broadband, fiber optics etc.), streaming technology and Interactive TV. Finally,...Starting at €8.20