Don’t try and control attrition, instead focus on recruiting and developing engaged employees. Attri...
Research by the Customer Contact Council during 2006 shows that engaged employees work harder, stay ...
Gartner recently defined the top seven customer process that will apply to Contact Centres from 2008...
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"Fully engaged customers deliver a 23% premium over the average customer in terms of share of wallet, profitability, revenue and relationship growth"
John Fleming, Harvard Business Review© 2007 Insight Now.