You can’t manage what you can’t measure, which is why service level agreements (SLAs) are so vital inoutsourcing relationships. Creating SLAs that help the bottom line requires focusing on business outcomes, adapting SLAs as business needs change, and making them as specific and quantitative as possible.

The 2012 Olympics held in London are viewed by billions of people worldwide. It is estimated that over 15 million calls will be handled by volunteers in the venues. The games are exciting and promote worldwide sportsmanship and fair play. It’s about the athletes and their accomplishments. So what can we learn from the Games? […]

There have been quite a few major events that have impacted direct response advertising in 2012. Domestic and overseas markets struggling with natural and economic disasters have certainly caused a reduction in discretionary consumer spending. Big sporting events such as the Euro Cup and the Olympics allowed for record ad sales. According to Nielsen, 219.4 […]