Performance & Metrics

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The Danger of Outsourcing + 3 Ways to Protect Yourself

Contributor: Mitchell Osak
Posted: 8/19/2014

The Danger of Outsourcing + 3 Ways to Protect Yourself - Mitchell Osak

Against the backdrop of Kodak's fall from grace, Mitchell Osak examines the dangers of outsourcing and provides three ways to build a line of defense. Full Article »


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Customer service professionals are consistently bombarded with complaints about the ways their centres are damaging customer experiences and adversely impacting profitability. A more valuable--and markedly rarer--approach involves offering guidance on what they can do to become better. Full Podcast »


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Contact Center Metrics Scorecard

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