Compete Through Service Symposium featured in AZ Business Magazine: “Now in its 24th year, the Compete Through Service Symposium, hosted by the Center for Services Leadership at the W. P. Carey School of Business at Arizona State University, brings together the most innovative business minds and visionary thought leaders in engaging, enlightening environment to share ideas that …
By Ruth N. Bolton Gen Y, or the Millennials, are frequently described as narcissistic compared with previous generations; they “want it all” and “want it now.” Yet, we are also told that they have higher levels of civic engagement – just look at the Arab Spring! Can both be true? Is it even possible to …
Up to 30% of service workload is preventable. An effective VOC process can drive workload prevention efforts as well as support increased First Call Resolution. In this webcast, John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research, discusses how VOC process can impact both the service function and instigates improvement of other company processes. Keys to success are identifying a …
