Customer needs are often hazy. Hence it is important to analyze customer feedback and align it with the overall business strategy. Kano Model is a powerful technique to evaluate customer feedback and requirements.
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Is there a Shelf Life for a BPO Executive?
A lot of has been written about employee attrition in call centers. Call Centers have a relatively high employee attrition rate compared to other industries. Companies invest a lot of efforts and resources to retain call center executives. While working on an employee engagement and development plan last week, one of the participants surprised us…