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Change is inevitable. There’s no getting around it. That’s why it’s such a hot management topic these days. Change is also pervasive. It affects everything—even outsourcing projects. In fact, it can make or break your business growth strategy. Managing change provides numerous benefits. It helps: Both partners work together more effectively Generate support for your […]

Feel like the deck is stacked against you when it comes to contracting call center to the right partner? You’re not the first manager to feel that way. Many have—and with good reason. Outsourcing has grown increasingly complex over the last few years. There are more options, more potential benefits, and more technological advancements to […]

What does it take for a customer to defect? Not much. Just one bad experience. That’s it. And just like that you’ve lost a customer—and his or her friends, family, and co-workers. If you want to survive and thrive in today’s marketplaces, you must create customer loyalty. Customer experiences are the key The best way […]

Keeping customers happy used to be easy. All you had to do was provide high quality products and services. Not any more! Today’s customers won’t settle for just good quality products and services. They also want epic customer service. In other words, they want you to exceed their expectations. And they’ll accept nothing less! But […]