HBSP (USA)
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Reinventing Customer Service
Dixon, MatthewArticle HBS-R1806F-EService and Operations ManagementCustomer service jobs are notoriously joyless, and callers' experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model that's making both employees and customers happier. There are no rows of service agents robotically responding to random calls as quickly as possible. Instead, T-Mobile relies on colocated, collaborative teams of reps who manage specific accounts in a given locale, with a focus on autonomous problem...Starting at €8.20
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Stop Trying to Delight Your Customers
Dixon, Matthew; Freeman, Karen; Toman, NicholasArticle HBS-R1007L-EService and Operations ManagementThe notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem. The Corporate Executive Board's Dixon and colleagues describe five...Starting at €8.20
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Managing with Analytics at Procter & Gamble (Spanish version)
Davenport, Thomas H.; Iansiti, Marco; Serels, AlainCase HBS-614S08Service and Operations ManagementSenior management at P&G has put a strong emphasis on using data to make "better, smarter, real-time business decisions." The Global Business Services (GBS) organization has developed tools, systems and processes to provide managers throughout P&G with direct access to up-to-date data and advanced analytics. In addition, GBS has embedded analysts within the business units to work alongside leaders and managers in driving real-time information-bas...Starting at €8.20
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Kick-Ass Customer Service
Dixon, Matthew; Ponomareff, Lara; Turner, Scott; DeLisi, RickArticle HBS-R1701H-EService and Operations ManagementWhy are consumers increasingly dissatisfied with the quality of help they get from customer service departments? The authors' surveys and interviews with contact center personnel worldwide suggest that companies don't hire the right people as frontline reps, nor do they equip them to handle the increasingly complex challenges that come with the job. Every rep can be classified as one of seven types, say the authors. Supportive "Empathizers" const...Starting at €8.20
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Managing with Analytics at Procter & Gamble
Davenport, Thomas H.; Iansiti, Marco; Serels, AlainCase HBS-613045-EService and Operations ManagementSenior management at P&G has put a strong emphasis on using data to make "better, smarter, real-time business decisions." The Global Business Services (GBS) organization has developed tools, systems and processes to provide managers throughout P&G with direct access to up-to-date data and advanced analytics. In addition, GBS has embedded analysts within the business units to work alongside leaders and managers in driving real-time information-bas...Starting at €8.20
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Recorded Future: Analyzing Internet Ideas About What Comes Next
Davenport, Thomas H.Case HBS-613083-EService and Operations ManagementRecorded Future is a "big data" startup company that uses Internet data to make predictions about events, people, and entities. The company primarily serves government intelligence agencies, but has some private sector clients and is considering taking on more. The CEO, Christopher Ahlberg, is wrestling with several key decisions about where to take the company in the future.Starting at €8.20