Business Commons^™

The Creation Of Organizational Learning Solutions In The Call Center At Direct Checks Through Action Research, Joel Lamoreaux

Regis University Student Publications (comprehensive collection)

Maximizing potential revenue and profitability performance continues to be a key objective for Direct Checks as the company's core product - personal checks - moves through the decline stage of the product life cycle; and, the department with the most potential to positively impact the financial performance will be the Call Center, as a majority of the company's orders are captured through this channel. This department, however, continues to struggle with the establishment of a culture where the learning and sharing of information is embedded into the operating norms and values of employees, specifically around how to best sell to …