Waking up the call centre
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.
Service industry Showing 10 of 10 results in category "Service industry"
And the next India is...
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?
Taming the Indian tiger
India offers immense opportunity for making and selling products and services. But Satish Mehra suggests you learn some key facts about India before you open shop there.
Board’s eye view: Waldemar Schmidt
Waldemar Schmidt is chair of Superfos and Thrane & Thrane, deputy chair of Majid al Futtaim Holding, director of Group4 Securicor and Alfa Laval and a member of London Business School’s Europe Regional Advisory Board.
Measuring service
Improved performance measurement is vital if service functions are to reconcile increasing demands with decreasing resources. Sir Andrew Likierman provides five key areas for improvement.
Welcome Home - Innovating the Forward Supply Chain
Most retailers have moved relentlessly towards the low price, low customer contact, big box experience over the past three decades.
Branding labour-intensive services
Pitney Bowes is proof that innovation is not the sole preserve of high-tech companies in growing industries.
Cost-effective service excellence: lessons from Singapore Airlines
Singapore Airlines is well known as a paragon of in-flight service.
Best practices for service organisations
Services represent the single largest opportunity for revenue – and profit – growth for many companies.
Telecom Regulation: Lessons from Independent Central Banks
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.
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