September 23, 2002 "Indispensable!" raves Roger E. Herman from Greensboro, NC I never cease to be amazed at how many call centers-inbound and outbound-operate in the United States, and in other countries as well. Thousands and thousands of people reaching out for more business and servicing existing...

At Charles E. Day and Associates our mission in life is to help your technology driven organization push operating efficiency and cost-effectiveness to the limit... without ever compromising service or quality. A utility company that needs your customer service system re-vamped to boost customer sat...

With increasing pressures on organizations to insure a high level of customer service for constituents and to maintain cost effective operations, use of effective management tools and business best practices is essential. A combination of effective leadership styles, applications of technologies, de...

Book: Call Center Operations: Profiting from Teleservices Book: Best Practices for a Continually Improving Customer Responsive Organization Article: Outsourcing In or Out for Call Center Operations? for Direct Marketing News Magazine Article: Call Center Customer Service Management: An Opportunity t...

Case Studies City of Phoenix, Arizona Customer Service Division Re-engineering Charles Day & Associates (teamed with Black & Veatch) has been engaged to evaluate the customer service function of the City of Phoenix Water Customer Services Division (PWSD). This major study for the Nation's si...