Ivey Publishing
VertiSoft Inc.: Raising the Bar
Product Number:
9B08C003
Publication Date:
01/07/2008
Revised Date:
09/18/2008
Length:
7 pages (5 pages of text)
Product Type:
Case (Gen Exp)
Source:
Ivey
New metrics have been introduced to a software technical support call center operation. These metrics have revealed a wide range of performance between employees both for time taken to answer customers' questions and the customer's perceived quality of service. The call center manager is wondering how to make use of these metrics. He is inclined to go public with them, whereas the head of human resources believes that this could be damaging to employee morale and will also make it more difficult for the company to recruit in a market experiencing labor shortages.
Issues:
Disciplines:
Organizational Behaviour/Leadership,  International
Industries:
Administrative, Support, Waste Management and Remediation Services
Setting:
United States;Canada, Medium, 2008
Intended Audience:
Undergraduate/MBA
Price:
$5.30 CAD / $5.00 USD Printed Copy
$4.50 CAD / $4.25 USD Permissions
$4.50 CAD / $4.25 USD Digital Download
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