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Defining expected results independently of and before actual results is necessary but not sufficient. The expected results have to be correct. You have to know the correct application results in order to tell whether the product is producing it correctly.
When the office culture is resistant to change, how can project managers start things moving in a positive direction?
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Companies are responding to customer pressure to bring contact center operations back to the U.S. But how do they battle the cost burdens that brings?
Workforce management software can help contact centers run more efficiently, but it's not a panacea for cost savings.