Interview

Interview 1 12 2 C Coveorvsetorrsytory CCI: Mr Price, in your new book you make the very provoking case expert that “The Best Service is no service”. What does this mean in practi- cal consequence, if you take a closer look at current international Call Center pioneer Bill Price service organisations? Bill Price is one of the pioneers of telephone mar- Price: Most organizations plod along by “coping with demand” keting in the United States of America. He has from their customers for service and support, instead of “challeng- performed magnificently as a Vice President of ing demand” by asking themselves “why did our customers have global customer service with the distance trader to bother themselves to contact us for help?” As a result of this Amazon. As a responsible for Amazon Call Centers analysis, and the actions we propose in the book, organizations in the USA, Europe, Japan and India, he achieved the second best customer satisfaction evaluates will achieve a “win-win-win” situation: customers will be happier, ever measured at an American enterprise. Today they will reduce operating and capital costs, and shareholders will Bill Price is President of his own consulting firm benefit from greater value created. Driva http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png CallCenter INTERNATIONAL Springer Journals

Interview

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Publisher
Gabler Verlag
Copyright
Copyright © 2009 by Springer Fachmedien Wiesbaden GmbH
Subject
Economics / Management Science; Economics/Management Science, general
ISSN
1865-9381
D.O.I.
10.1007/BF03252243
Publisher site
See Article on Publisher Site

Abstract

1 12 2 C Coveorvsetorrsytory CCI: Mr Price, in your new book you make the very provoking case expert that “The Best Service is no service”. What does this mean in practi- cal consequence, if you take a closer look at current international Call Center pioneer Bill Price service organisations? Bill Price is one of the pioneers of telephone mar- Price: Most organizations plod along by “coping with demand” keting in the United States of America. He has from their customers for service and support, instead of “challeng- performed magnificently as a Vice President of ing demand” by asking themselves “why did our customers have global customer service with the distance trader to bother themselves to contact us for help?” As a result of this Amazon. As a responsible for Amazon Call Centers analysis, and the actions we propose in the book, organizations in the USA, Europe, Japan and India, he achieved the second best customer satisfaction evaluates will achieve a “win-win-win” situation: customers will be happier, ever measured at an American enterprise. Today they will reduce operating and capital costs, and shareholders will Bill Price is President of his own consulting firm benefit from greater value created. Driva

Journal

CallCenter INTERNATIONALSpringer Journals

Published: May 25, 2012

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