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8 Steps To Creating A Successful Offshoring Project
How can I make sure my project succeeds and how to create a successful offshoring project? If you’re thinking of offshoring [...]
7 Keys To Get Guarantee Project Success
Management may want to contract projects to external vendors for different reasons. Maybe it wants to gain operational efficiencies. Maybe [...]
7 Essentials For Delivering Epic Customer Care
Bad customer care is more costly than you think. A recent report from Desk.com indicates that it costs U.S. companies [...]
7 Benefits of Implementing Service Level Management
What is Service Level Management (SLM)? Is IT meeting the needs of your business? Can IT measure its performance versus agreed-upon [...]
6 Warning Signs Your Contracting Deal Is Collapsing
A bad business relationship or contracting can cost you. That’s why smart managers develop early warning systems. They tell you [...]
4 Absolutely Necessary Categories of SLA Metrics
How do you choose the right service level agreement metrics when outsourcing your customer service or service desk? It's a [...]
Companies Obsessed With Customer Service To Succeed
Customer retention is more critical to your business’s survival than you think. It's the key to success in today's competitive [...]
Will Your Company Make It Until Tomorrow?
Today’s marketplaces have dramatically changed. And it isn’t necessarily for the better—not if you’re an SMB. Thanks to the Internet, [...]
6 Steps To Guarantee Offshoring Success
Everyone agrees - offshoring success can transform your business. It can change you from an also-ran to a market leader—all [...]
5 Rules For Choosing Service Level Agreement Metrics
Failed outsourcing deals litter the business landscape. Just ask any consultant or service provider -- how many exactly is hard [...]
5 Necessary Call Center Metrics
Measuring call center metrics is a delicate balancing act. It involves weighing three key measures of performance—quality, quantity, and efficiency. [...]
Is Voice Analytics The Future Of Tech Support Call Centers?
Is voice analytics the future of tech support call centers? -- Your help desk staff would certainly have an easier [...]