As an executive at your organization, you have been tasked to analyze whether customer/member interactions (call center services) should continue to be handled in-house or outsourced to a call center BPO (business process organization). This is truly a million-dollar question.  When you consider the costs associated with customer acquisition, churn

Your company ships the wrong product, makes an error on the invoice, or gives incorrect information.  Mistakes can and do happen.  Luckily, customers are human and accepting of mistakes that happen.  It is all about how your company handles these mistakes that differentiates you from your competition.  The quote by