SureCall is a Calgary based Business Process Outsourcing (BPO) organization that has gone through significant change since its founding in 1982. The BPO and call center industries have a notorious reputation for how they dealt with their most important asset: their people. This article focuses on the “lessons learned” through SureCall’s evolution and gives practical advice to leaders going through similar change in their organizations.
By Desirée Bombenon
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