News and Views

Negotiating Contact Centre Contracts

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August 15, 2012 Written by David Daly

You're not buying widgets - Successful negotiation requires an understanding of the intricacies of contact centre delivery.

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August 15, 2012 Written by David Daly

Just Answer the Question: How so many Outsourcers fall short in their bid responses.

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August 15, 2012 Written by David Daly

Knowledge is Power: Design your contact centre reporting to provide knowledge - everything else will flow from it.

In my first year working in marketing, I learned a great lesson. We were producing a response coupon or competition entry form of some...

There’s an awful lot of it on Facebook, and an increasing amount of it on Linked In: lists of things that really happy people do, or traits of...

Two news stories caught my attention last week. The first was Donald Trump’s horrific inaugural address. I forced myself to listen to it...

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