Following the passing of the USA Telecommunications Act, 1996, which challenged its cable communications business, Cox Communications (CCI), a USA based communications network and cable TV provider, determined its purpose had to be to entertain customers through leading-edge technology in voice, video and data. This required aggressive marketing and changes in the way the company’s field service representatives (FSRs) interacted with customers. New roles for FSRs and their supervisors were see...

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14.3.6 Provide ideas management & innovation processes
9.3.4 Create & deploy teams

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