Abstract

The case focuses on improving customer relationships in insurance organizations. It discusses the role of call centers in improving customer relationships in insurance organizations and examines the way in which these organizations can improve the functional performance of call centers. The case also discusses the role of technology in managing call center operations.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand the role of Customer Relationship Management in the competitive business environment
• Understand the process of call center operations.

Keywords

Improving, customer relationships, call centers, organizations, functional performance, managing, call center, operations