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Does the leadership gene?

AjedliderWhy some leaders achieve better performance on their teams? Does they have special features that distinguish them from their peers? Motivated by these questions, in 2014 the consultancy McKinsey undertook a study on the subject which revealed 4 behaviors (of a total of 20) found in more effective leaders.

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“Atento is the first company in Peruvian Call Centers industry to get the 27001 Certification”

fotoatentoisoIn a Peruvian industry strongly influenced by the recent Data Protection Law, José Antonio Iyo, Atento´s Country Manager, tells us all about the 27001 Certification, which points specifically at information control and security.

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Service vocation: an ally against rotation at the contact centers?

Call-center7The term vocation, according to the Spanish definition provided by the RAE, derives from Latin and denotes the action of calling: “inspiration through which God summons some state”.

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Manual for Strategic Management Contat Center

Written by Elsa Basile. Learning Goals, Issues Debates, Case Studies on Human Capital, Technology, Operations and Management