Second Volume of `Customer Service Case Studies' Highlights Best Practices for Utilities and Telecommunications Firms.

Business Editors

KITE, Ga.--(BUSINESS WIRe)--Jan. 10, 2002

The Ascent Group announces the availability of a special compilation of case studies from its popular research series, The Service Delivery Advantage, and its quarterly journals, the Customer Service Quarterly and the Call Center E-Journal.

The Ascent Group has researched customer service organizations throughout the world to provide a thorough overview of the state-of-the-art and "best practices" in customer service management and packaged it in a practical publication -- a perfect tool to help management "do more with less."

"Customer Service Case Studies - Volume 2" presents case studies of forty companies, including BellSouth, Duke Power, Southwestern Bell, Ritz-Carlton, Southern California Gas, and Sprint.

The Ascent Group has interviewed top-level call center management from world-renowned industry leaders. Case studies share best practices and service innovations and detail customer service advantages achieved through new technology and telecommunications.

Learn how BellSouth's Web site has evolved from brochureware to online ordering, bill preview and payment. Understand how recent advances in powerline carrier telecommunications are making it possible for electric utilities to offer broadband Internet services to customers.

Other case studies include:

-- Southern California Water invests in people and technology to achieve
superior customer service.

-- Grainger.com sets up its call center to support its world-class e-commerce
site.

-- New representative training at sixteen companies.

-- Using the Internet to gauge customer satisfaction.

-- Voice Reponse Technology - service strategies and best practices.

More information about the report and the table of contents can be found on our web site at http://www.ascentgroup.com/SDACSCSV2Frame.html. Order the report by phone or fax with your credit card or use our secure order form at www.ascentgroup.com. The report is available online, on CD-Rom, or printed format for $395 (shipping charges will be added).

Another volume, Call Center Case Studies, published in December 2001, can also be purchased for $395 on the website. This volume profiles call center operations from more than 35 companies.

Special offer: Purchase both reports together for a reduced price of $595.

CCE-J is published by the Ascent Group, a management-consulting firm with extensive experience in the operations and management of customer service organizations and a leading publisher of customer service journals and reports.