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If you can’t measure it, you can’t manage it!

“If you can’t measure it, you can’t manage it!” is a quote from Peter Drucker – a world renowned management consultant and business philosopher – and a quote that I really stand by. Whether you work in sales, HR, marketing or anywhere else, we are all measured...

Key Advances in Contact Centre Visual Communications [VIDEO]

Somewhere over 15 years ago, I was working for one of the UK’s largest office supplies companies as an outbound agent in their contact centre. Relatively new to the contact centre environment, I underwent my initial training and was then set free on the phones....

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