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If I were a contact center manager looking to establish a new center there would be three things I would want to look at. What is the quantity of labour in a community? What is the quality of labour in the community? What is the labour cost going to be? There are too many locations out there that are relatively inexpensive, but they are not large enough to supply the quantity of people that you need. From a quality perspective it is important to understand what the labour pool is really like. Determine if they have the right thinking skills, work habits and interpersonal ability. - Jeff Furst, President & CEO, FurstPerson
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