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Case

Reference no. 698-065-1

Subject category: Production and Operations Management

Authors: Patrick T. Harker (The Wharton School, University of Pennsylvania); O Zeynep Aksin-Karaesmen (INSEAD)

Published by: INSEAD

Published in: 1998

Length: 19 pages

Data source: Field research

Topics: Call center design; Service level differentiation; Skills based routing; Segment based cross-selling; Customer focused re-design; Human resource issues; Information technology issues

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Share a link: https://casecent.re/p/8514

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