Generating Excellence: Process Management goes Customer Service

In December 2009, Joachim Hofsähs and Guido Wolf published a study in the German journal “Call Center Profi”. Joachim Hofsähs works as the Executive Director Customer Care and member of management board at sunrise communications AG, Zurich. He was the head of service organizations in several companies (media, logistics, telecommunication). The study shows how the integration of the customer service into the value chain puts a positive impact on the company’s results – and which service errors must be cleared up. read more