Service Excellence @ Novell
Taking Customer Service from Cost to Profit
By Nova Vista Publishing's Best Practices Editors
Publisher: Nova Vista Publishing
Released: September 2012

Ten years ago, Novell's customer service division was pleasing customers. But in a high-impact transformation, the division changed the way it handles customer care. Now it is no longer a cost center: it contributes significantly to Novell's profitability. From the executives to the front-line people, everyone changed they way they work, making Novell's customer service a major differentiator in the marketplace. A human story of best practices literally paying off.

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