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.
Professional, scientific and other services
25 to 500
$1 million to $25 million
Type of Entity
Level of Difficulty
Learn about change management
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