Performance Measurement
Contributor: William Cohen, Ph.D.
Posted: 02/02/2015
William Cohen, Ph.D.

Peter Drucker stressed application, rather than theory . . . again and again. Frequently he concluded his seminars with something like this: "Don’t tell me what a wonderful seminar I gave or how much you enjoyed it. Tell me what you are going to do differently Monday morning. He may have derived the general idea of the importance of applic Full Article »
Posted: 07/29/2012
The Golden Rule—"do unto others as you would have them do unto you"-- is regarded as such because its validity is thought to be universal and irrefutable. After all, who could really find fault with the idea of treating people the way one would prefer to be treated? Zynga and TELUS International, that is who! "The old adage is, ‘treat Full Podcast »
Contributor: call center week
Posted: 02/03/2015
Dispelling 5 Myths on Outsourcing Customer Care

Reduce costs, differentiate your business.

It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying...

I'll lose touch with our customer care process-and our customers

I'll lose control and quality

I can only outsource simple processes

But some of the world's b Full Whitepaper »