CLICK TO ENLARGELong ago when I was on the buyer side, I suspected a vendor of such tactics but could never prove it. My employer didn't care and there was nothing to gain personally by pursuing it. Nevertheless, this week's installment underscores the importance of choosing an outsourcing partner you can trust.
CLICK TO ENLARGEAn over-emphasis on metrics vs. customer experience can bring undesireable results as illustrated here. The proper balance between efficiency and CSAT is a difficult one to find and what separates quality delivery and leadership from the rest.
CLICK TO ENLARGEWell no particular revelation on this one excepting an observation of the human tendency to shoot the messenger. This cartoon is not based on direct experience in anything under my control, but does it happen? I'll let you figure that out for yourselves.