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In the December 2009 issue:
Beware my Son, the Consultant–Part 2-Why would you hire a Consultant? – By Colin Taylor
Workforce Management Manifesto: Using WFM to deliver on Three Customer Expectations- By George Xourafas
Inside TRG – Free Research Offer Extended
Case Study – In this regular column we review the successes that TRG is part of – Improved Service Quality, Reduced Cost and created a Profit center at Speciality Retailer
Classifieds – Services, Offerings and Opportunities for Contact Center and Call Center professionals.