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beyond command and control

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The Vanguard Method and contact centres

  • Better service, lower costs, and happier people: too good to be true?
  • The CCA ‘best practice’ Standard: a critique
  • Are the days of the ‘sweat shop’ over?
  • From Sweat Shops to World Class – transforming call centre operations
  • A call centre worker speaks
  • Bad Call Centre advice

Introduction to Vanguard e-learning

Free content

  • Library
  • tVM & systems thinking
  • Programmes of change
  • Thinking things

Subscriber content

  • How to Study
  • How to Design
  • Applications
  • Intervention Tactics

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