Appendix A: Case Studies and a Research Summary
Case Study 1: Corporate Customer Service Training Program
Organization
USWEST Media Group Shared Technologies
USWEST Dex Client Services
Program Directors
Peggy Kaye, USWEST Media Group Shared Technologies
Mark Mongar, USWEST Dex Client Services
History
The Client Services and Shared Technologies entities were one group until they were separated in a reorganization. Both provide information services systems support to USWEST Dex and USWEST Media Group internal customers. Shared Technologies provides the network and its management. Client Services provides and maintains the hardware and software. ...
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