INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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Meeting SLA's but are complaints on the rise?
In this article Alison J Widdup explores why things go wrong when working in partnership with your outsourcer and looks at a better way of working
When companies outsource elements of their business, there is generally no effective mechanism whereby the two can work together and the outsourced operation is often managed from a distance by senior people under the terms of this contract (often known as service level agreements or SLAs) the thinking behind their development is well intended, but it is rare that SLAs achieve what they set out to do.
Click here to download the whole article (pdf format)
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