Word: schwab
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Dates: during 1990-1999
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...Charles Schwab, one of the country's leading financial-services firms, is putting that principle into practice at its four regional call centers, in Indianapolis, Ind.; Orlando, Fla.; Phoenix, Ariz.; and Denver. Some 300 of the 3,500 brokers and customer-service representatives at the centers work in the evening or at night, answering calls on everything from account balances to securities prices. When Deborah Maldeney, now a team manager at Schwab's Indianapolis center, joined the company, she took advantage of one of the 40 different job schedules Schwab offered her. She needed to begin work after finishing...
...improve communications, but Lea Ann Cook, a director at the transplant/surgical specialties intensive-care units, noticed that nurses were still frustrated at having limited access to classes and training and "still don't feel in the loop, because [e-mail] can't replace human contact." At firms such as Schwab, management works hard at dealing with night employees just as they would dayworkers...
...that makes regular e-commerce so challenging." Yet it will be December before Merrill Lynch, the company that brought "Wall Street to Main Street," offers its first $29.95 online trade. That will be more than three years after both a tiny upstart called ETrade and the discount brokerage Charles Schwab began allowing investors to trade stock on the Net. "We weren't in any rush because our clients weren't clamoring for it," says Susan Thomson, a Merrill spokeswoman...
Executives at Charles Schwab faced a similar painful trade-off in 1997. In 1996 the discount brokerage developed a separate online unit called e.Schwab. "But customers were understandably confused," says Martha Deevy, senior vice president of Schwab's electronic brokerage business. "The online customers wanted to go into a branch office to talk to someone in person, and the branch customers wanted the convenience of trading online." So Schwab gave the customers what they wanted, uniting the businesses and dropping the cost of all trades to the online price--$29.95. Schwab took a hit in the short run, the price...
...turns out, that was the easy part. Night has fallen, and we are going to find another set of checkpoints in the dark. This time I behave more maturely. My Schwab partners are Dan Hubbard and Rob Sinclaire, a service-enhancement senior manager. Our Presidio guide is Eddie Freyer, a longtime FBI agent and director of SWAT-team programs. We stride along enjoying the cool, moonlit night. Rob and I discuss our mutual fondness for Tony Hillerman's novels, even imagining we are helping Joe Leaphorn track a killer out there in the darkness. This time I focus and, encouraged...