Is the first book in Brownell O'Connor's 'Outstanding Outsourcing' trilogy. With 15 years experience in the global Contact Centre industry and numerous executive postings in multinational, Contact Outsource organisations, Dr. Brownell not only offers clear, salient advice but he brings it all to life with a multitude of case studies and real life examples.
Brownell descends from a long line of "Seanachai" (Shan-a-key) - the story-tellers of ancient Ireland. In days of yore, the Seanachai travelled the width and breath of the land bringing news and tales of far off places. The "Seanachai" often accompanied their tales with the "fiddle" (Violin) in a form of ballad that Brownell remarks, is not entirely unlike modern-day RAP. The Doctor is unlikely to be seen playing the "fiddle" or rapping, but apart from that, for this "Fear Umpur Scealta (man of many tales), anything else goes.Key topics covering
In addition to the Outstanding Outsourcing publications, the Doctor has also published a collection of material that includes hardcopy books, ebooks and software tools designed to assist Outsource Service Providers and Outsource Clients in maximising the benefits achievable from mutually beneficial Contact Outsource arrangements
This document is a blueprint to help ensure that clients and OSP's derive a mutually attractive agreement
This collection of Word, Excel and PowerPoint documents demonstrates how a typical Contact Outsource Business case Is developed and presented
This collection of Word, Excel and PowerPoint documents demonstrates how a typical OSP business plan is developed and presented. (Designed to assist prospective OSP's to develop their plans).
This is a collection of eBooks covering all aspects of Outsource operation. Each book delves into different subject matter, and guides clients and OSP's with regard to best practices, risk avoidance and root cause analysis:-
|Team Leader/Supervisor Training|
|Train The Trainer|
|Train The Trainer|
|Associate Training Programme|
|Call Centre Audits|
|Call Centre Awards|
|Call Centre Vendor Awards|
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