Cuckoo For Customers : Here's one high-tech company where dedication to customers borders on the loony (10 May 2004)

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Cuckoo For Customers : Here's one high-tech company where dedication to customers borders on the loony (10 May 2004)
New programs and structures followed. Instead of siloed departments, "Rackers" (as employees are known) now sit in eight pods--clusters that include a team leader, two to three account managers, a billing specialist, and several tech-support specialists. Each team serves a group of customers sorted by the size and complexity of their projects. If an account manager is on the phone with a customer who is confused about a bill, the billing specialist for that account is just across the desk and available to help. If one technician is stumped, another who is also familiar with that customer sits next to him and can just jump in when needed.

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