Julian Birkinshaw captures the fascinating tale of how entrepreneur PV Kannan took “the boring concept of customer service” and changed the concept of the call centre.
Everyone is aware of the stature that India has achieved when it comes to providing outsourcing in the service sector. Matt Jeffers wondered: Where next?
Most retailers have moved relentlessly towards the low price, low customer contact, big box experience over the past three decades.
Singapore Airlines is well known as a paragon of in-flight service.
Consumers do not choose their preferred central bank base rate in the way that they buy, say, telephone services from one of a number of competing companies: independent central banks (ICBs) and utility regulators have different tasks.