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Impact of External Events, and How to Adapt

We all know that the course of events at a company is sometimes dictated by occurrences beyond the control of managers and CEO’s. We asked industry professionals what impact external events had on...

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Top Priorities for Leaders

For 2010, what do you think will be the top priorities in the contact center industry for: a) Contact Center Directors, b) Company Executives, c) IT Directors and d) Human Resources Directors. We asked...

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Coming Out Strong

2009 was a tough year for everyone, and as 2010 carries through, we all hope that it will bring with it better times. We wanted to know what steps contact center managers are taking to ensure those...

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Does Culture Affect Customer Service?

When it comes to customer service, different parts of the world may have different views on what it constitutes exactly. We asked industry professionals if they had noticed any differences in customer...

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