Considering a Call Center at L.L. Bean
Number of pages:
11
ABSTRACT:
An 11 page paper discussing the advantages to information management of the computer-telephone integrated call center, including the implications brought by Internet protocol (IP) telephony. The customer-focused, automated call center provides a broad solution to many business dilemmas. It provides enhanced customer service that is automated and managed yet appears highly personal to the customer, and it can increase the company's competitive advantage with its customers. Information is tailored to the needs of the business, summarized for analysis and centralized for access. Per-seat call center costs have decreased so that its advantages are available to many more companies now than in the past. With L.L. Bean's commitment to superlative customer service and treating "customers like human beings," the call center provides solution for many of the issues facing L.L. Bean in the current climate of intense retail competition and the need for current and reliable information management. Bibliography lists 14 sources.
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File: CC6_KSLLBean.doc
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