T4G Ltd.
Cathy Simpson was Vice President for Government Relations with T4G Ltd. when this case was created. Her firm was advising NB Power,specifically its Call Centre. The challenge was the need to improve customer service while at the same time manage increased call volumes. Visit casenet.ca for more free, open access decision focused video teaching cases from Acadia University.
Interviewee
Cathy Simpson
Company
Industry
Business Activity
T4G Ltd.
Management Consulting
Professional, scientific and other services
Headquarters
Saint John
Size
Medium
Employees
25 to 500
$1 million to $25 million
Yearly Revenue
Private Company
Type of Entity
Subject
Management
Level of Difficulty
Medium
Teaching Objectives
Learn about change management
Keywords
Call Centre
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