Sixth, pay those operators well so that you get high quality staff and so that turnover is low. If you are seeking to squeeze on prices then you’ll have predictable results.
Seventh: Invest a fortune in expertise into the systems that the operators will use. Don’t use the guys Ferrit used to build the systems.
Tenth: Make your sucky sucky broadband work properly so that we don’t have to call in the first place, and we are happier if we do have to.
Go read the full list over Lance's blog. Oh, yes, you reader from Telecom can read it too...
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