Quotes by Donna Fluss

“Were actually seeing new call centers, new seats added in Canada, which hasnt happened in years.”

“In America, we expect to see some growth and stabilization. Overall, were going to see slow, but steady, growth.”

“If you dont respond to the email, at some point the customer is going to pick up the phone and call. When [companies] dont respond theyre generating calls or, worse, theyre just losing customers.”

“One place is in proven vertical domain expertise. Theres just a lot more knowledge and experience in North America than in areas where [outsourcing] is new to them. You can import management, but the industry isnt importing hundreds of thousands of agents with proven vertical expertise.”

“If its very sensitive data, you have to be extremely careful where you move it and the laws in that country. Its an absolute advantage for the North American outsourcers.”

“You need to involve your users in all system implementations. But I dont mean just invite them to sit at the table. They have to actively participate in defining system needs and in making sure that [its] usable.”