The Ascent Group, Inc.

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.

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.