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Key Takeaways
The phenomenon of employee turnover and the "no call, no show" behaviour is prevalent in certain industries, particularly in taxi services.
The process of mailing W-2 forms to employees can lead to challenges when employees do not update their addresses, resulting in "Return to Sender" issues.
Nathan Munis shares a pattern of initial employee enthusiasm followed by abrupt disengagement, commonly experienced in the taxi industry.
The cultural differences between the American and Filipino BPO workforce significantly affect business operations.
In the Philippines, a youthful and often highly educated workforce approaches contact centre roles with a different mindset compared to the U.S.
The reliability of technology in operations is crucial; its failure can lead to significant service disruptions.
AI's impact on the contact centre industry remains uncertain, with no clear evidence of widespread implementation or effectiveness yet.
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