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Blog Entry
Outsourcing: The Challenge of Agent Engagement

In a follow-up to the #Outsourcing Briefing held this past June in Richmond, VA, @LeAnne Crocker and I moderated Monday's Outsourcing interest group session at Customer Response Summit – Denver. Armed with key questions distilled from the Richmond event, we asked attendees to gather together...


Blog Entry
Communicating with Vendors: When in Doubt, RECAP

I have learned, through much trial and error, to improve the importance of quality communication with my vendors, and in my experience it all comes down to five key elements. As it happens, these five elements can be neatly summed up in an easy to remember (and very apt) acronym: RECAP. R...