Get IGI Global News
US
China
Cart
0
Login/Create Portal Account
All Products
All Products
Books
Journals
Videos
Book Chapters
Journal Articles
Video Lessons
Teaching Cases
Special Offers
IGI Global’s New Emerging Topic e-Book Collections
Acquire highly focused and affordable Cutting-Edge Peer-Reviewed Research Content through a selection of 17 topic-focused e-Book Collections discounted up to 90%, compared to list prices. Collection topics include Artificial Intelligence, Data Science, Language Learning, Marketing and Customer Relations, Sustainability, and many more. Hosted on the InfoSci
®
platform, these collections feature no DRM, no additional cost for multi-user licensing, no embargo of content, full-text PDF & HTML format, and more.
Learn More
Open Access Book (Free Access) - Encyclopedia of Information Science and Technology, Sixth Edition (ISBN: 9781668473665)
The
Encyclopedia of Information Science and Technology, Sixth Edition)
continues the legacy set forth by the first five editions by providing comprehensive coverage and up-to-date definitions of the most important issues, concepts, and trends pertaining to technological advancements and information management within a variety of settings and industries. The entire book is being published under open access.
Read Now
Open Access Book (Free Access) - Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies for Developing Countries (ISBN: 9781668456293)
Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies
for Developing Countries provides information on the recent technology, mitigation, and environmental protection that must be applied for food sustainability in developing countries. This book is being published under Platinum Open Access through funding from Diponegoro University, Indonesia.
Read Now
Open Access Book (Free Access) - New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY (ISBN: 9781668438091)
The Walmart Corporation and the Lumina Foundation have provided funding to make
New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY
fully open access, completely removing any paywall between scholars in education and the latest research on new models for the future of higher education.
Read Now
Open Access Book (Free Access) - Handbook of Research on the Global View of Open Access and Scholarly Communications (ISBN: 9781799898054)
Through a collaboration between IGI Global and the University of North Texas, the
Handbook of Research on the Global View of Open Access and Scholarly Communications
has been published as fully open access, completely removing any paywall between researchers of any field, and the latest research on the equitable and inclusive nature of Open Access and all of its complications.
Read Now
Books
Books
Open Access Books
OnDemand Book Chapters
Books by Subject
Business, Administration, & Management
Scientific, Technical, & Medical (STM)
Education
Books by Field
Business & Management
Computer Science & Technology
Education
Environment & Agriculture
Government & Law
Library & Information Science
Media & Communications
Medicine & Healthcare
Science & Engineering
Security & Forensics
Social Sciences & Humanities
Journals
Journals
OnDemand Journal Articles
Journals by Subject
Business, Administration, & Management
Scientific, Technical, & Medical (STM)
Education
Journals by Field
Business & Management
Computer Science & Technology
Education
Environment & Agriculture
Government & Law
Library & Information Science
Media & Communications
Medicine & Healthcare
Science & Engineering
Security & Forensics
Social Sciences & Humanities
e-Collections
e-Book Collections
Emerging Topic e-Collections
e-Journal Collection Archive
e-Cases Collection
Pick & Choose
OnDemand
Open Access
View All Open Access Opportunities
Search across all of IGI Global’s available open access publishing opportunities to unleash your research potential.
Find an Open Access Journal for Your Next Manuscript
Search across all of IGI Global’s available open access publishing opportunities to unleash your research potential.
Submit an Open Access Book Proposal
Learn more about open access book publishing and how it can propel your research forward in the field.
Convert Your Work to Open Access
Already published? You can convert your work to open access to increase its impact through IGI Global’s Restrospective Open Access Program.
Utilize Open Access Collection Database
Open up your research potential by utilizing our open access content or integrating the open access collection into your library
Consider Open Access Agreements
For Libraries: consider no-cost or investment-level open access agreements with IGI Global to support your faculty's research endeavors.
Search Funding Resources
Looking for additional funding resources to support your open accesss endeavors? View industry resources compiled by our open access team.
Review Open Access Policies & Ethical Guidelines
Considering IGI Global to publish your work under open access? Review IGI Global’s open access policies and ethical guidelines
Publish
with Us
Resources
Librarians
e-Collections
Book Title List
Journal Title List
Video Title List
Library Collection Development Service
Browse Forthcoming Books
Consortia Partnerships
Library and Publisher Collaborations
Product Distributors
Catalogs
Open Access Initiative
Instructors
Course Adoption
Teaching Cases
K-12 Online Learning Collection
Researchers
Browse Books
Browse Journals
Browse Forthcoming Books
Search Open Access Content
OnDemand Downloads
Webinars
InfoScipedia
Authors and Editors
eEditorial Discovery
®
System
Peer Review Process
Ethics and Malpractice
COPE Membership
Fair Use Policy
Open Access Publishing
FAQ
Distributors
Distributor Resources
Book Distributors
Journal Subscription Agencies
E-Resource Partners
Browse Forthcoming Books
Catalogs
About Us
Buy Instant PDF Access
Qty:
1
2
3
4
5
6
7
8
9
10
$37.50
Add to Cart
Available.
Instant access upon order completion.
Share
Recommend to Librarian
Recommend to Colleague
Fair Use Policy
Free Content
Sample PDF
More Information
Request Examination Copy
Favorite
Cite Teaching Case
Cite Teaching Case
MLA
Mathieson, Kireanand Tim Toland. "Risks and Rewards at Frontier Communications: Improving Customer Service Using Client/Server Technology." IGI Global, 1997. 121-131. Web. 24 Apr. 2024. doi:10.4018/978-1-87828-937-7.ch011
APA
Mathieson, K. & Toland, T. (1997). Risks and Rewards at Frontier Communications: Improving Customer Service Using Client/Server Technology (pp. 121-131). doi:10.4018/978-1-87828-937-7.ch011
Chicago
Mathieson, Kireanand Tim Toland. "Risks and Rewards at Frontier Communications: Improving Customer Service Using Client/Server Technology," 121-131 (1997), accessed April 24, 2024. doi:10.4018/978-1-87828-937-7.ch011
Export Reference
Available In
e-Case Collection
Risks and Rewards at Frontier Communications: Improving Customer Service Using Client/Server Technology
Kirean Mathieson (Oakland University, USA) and Tim Toland (Frontier Communications, Inc., USA)
Copyright:
© 1997
|
Pages:
131
EISBN13:
9781599045238
|
DOI:
10.4018/978-1-87828-937-7.ch011
OnDemand PDF Download:
$37.50
OnDemand Chapter PDF Download
Download link provided immediately after order completion
OnDemand PDF Download
Download link provided immediately after order completion
$37.50
Abstract
Frontier Communications provides a variety of telecommunications services to business customers around the United States. The telecommunications industry is fiercely competitive, with suppliers constantly seeking to improve their market share. Maintaining good relationships with business customers is very important, since they can easily change from one carrier to another and still receive the same basic communications products. Frontier considers customer service to be one of the firm’s most critical functions. Customers with questions or complaints interact with Frontier’s customer service representatives (CSRs). CSRs’ tasks vary considerably depending on the situation, but they always strive to give customers an immediate and appropriate response to their inquiries. Achieving this goal requires that CSRs have access to a wide variety of customer information. Allnet Communications, acquired by Frontier Communications in 1995, had developed a sophisticated mainframe-based system to support its CSRs. Although the system provided most of the data CSRs needed, it was not flexible enough to help them (1) get a complete picture of customers’ activities, (2) research a problem and evaluate potential solutions, and (3) identify sales opportunities. Allnet’s management information systems (MIS) group developed a graphical user interface (GUI)-based customer service workstation. Significant effort was devoted to understanding the tasks that CSRs perform, and how an improved information system could increase their effectiveness. The system was also the MIS group’s first major GUI, client/server system. This added to the risk of the project, a significant issue given the importance of the system. Allnet reduced the risk of failure by basing the new system on their existing mainframe systems rather than replacing them outright. This protected Allnet’s investment in its existing systems and took advantage of their stability, although at the cost of maintaining two separate hardware platforms. The workstation is well-regarded by CSRs, and led to measurable improvements in customer service and sales.
Full-text search over 189,700 research articles and chapters.
Related Titles
Development of a New University-Wide Course...
© 2000, 11 pp.
Deutsche Bank: Leveraging Human Capital with the...
© 2004, 14 pp.
The Dilemma of Dairy Farm Group between Redesigning...
© 2002, 19 pp.
Everyone's Watching: The Remarkably Public...
© 2002, 16 pp.
How to Successfully Manage an IT Department under...
© 2003, 16 pp.
Implementation of a Network Print Management System...
© 2004, 19 pp.
An Experience of Software Process Improvement Applied...
© 2002, 16 pp.
ACEnet: Facilitating Economic Development Through...
© 2001, 20 pp.
Risks and Rewards at Frontier Communications...
© 1997, 11 pp.
The QUIPUDATA Case: Implementing a Quality Initiative...
© 2003, 17 pp.