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The Ascent Group is pleased to announce the publication of “Call Center Strategies of Industry Leaders.” A select few companies consistently deliver high-quality customer service, while topping the charts in customer satisfaction. The Ascent Group, publishers of Customer Service Quarterly, Call Center E-Journal, and Service Delivery Advantage interviewed the executives and managers of these companies to discover their roadmaps for outstanding contact center operations and award-winning “best practices”. Find out for yourselves why these companies set the standards in their industries for customer satisfaction. State Farm Insurance Lexus Yellow Corporation Dell Computer Southwest Airlines First Direct The Ritz-Carlton Hotels USAA Tesco Continental Airlines Harrah’s Entertainment EarthLink PPL Electric Utilities FedEx Call Center Strategies of Industry Leaders provides in-depth case studies that profile each company’s call center operations, including technology, people processes, and performance. Learn why the best are the best. This comprehensive 100+ page report provides a detailed inside view of some of the world’s best call centers. See how EarthLink proactively contacts customers who are experiencing problems connecting to EarthLink’s Internet access—even before the customer calls in to report the problem. Learn how Dell utilizes internal chat to reduce customer hold time and resolve customers’ problems more effectively and efficiently. Understand how USAA uses monthly customer satisfaction feedback to coach front-line representatives and improve the customer experience. Call center management and employees alike will benefit by reading just how these industry leaders continue to satisfy customers.

Call Center Strategies of Industry Leaders On-line Version: $325 CD-Rom Version: $350 Printed Report: $395 A $15 shipping and handling charge will be added to CD-Rom orders and Printed Reports.