Management, Human Resources, and Life in a Customer Focused World

Someone recently asked me:
“When’s the right time to centralize different divisions or receptionists into a centralized center?”
This is a question that a lot of companies struggle with and mirrors the simple question of
“Should I start a contact center?”
The easy answer is: It depends.
I know. It’s a co-out. It is, however, true as well. [...]

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