Five Myths of Team Leadership
Introduction - It’s about the leadership, stupid* Every manager we have spoken to in the last decade has reiterated that creating...
Myth: That Offshoring is the Only Way to Cut Costs Quickly
Offshoring is growing in Australia as the economy cools. There has been a dramatic increase in the number of customer processes sent...
Customer Service World Cup
Introduction The FIFA World Cup is fantastic viewing at the moment and we have been dazzled by the efforts of the premier 32 world teams....
The Five Myths of Effective Customer Service Models
Introduction As we look around customer sales and service operations we see many businesses striving to find a better way to organise...
The Onshore / Offshore ‘Customer Experience’ Cook Book
Background We completely understand the temptation for organisations to try and save money by moving work offshore. The potential labour...
Myth: Offshoring - Five Things to Get Right
In a recent white paper we described that there were alternatives to offshoring to cut costs and improve the customer experience. We know...
