Publications

 

SOME OF HENRY DORTMANS’ PUBLICATIONS:

“When the Winds of Changes Shift”

Reinventing Business Communications Management

Managing Business Technology Today

Tips, Tricks and Traps

Cost Control: Reducing Your Costs Without Sacrificing Service

Contact Center Forecasting

Contact Center Start-Ups (published by ICMI)


SOME OF HENRY DORTMANS’ ARTICLES

  • The Quest for Creativity
  • New Options Demand New Skills and Resources
  • Tips for Better RFPs
  • Tips for Better RFP Responses [Suppliers’ Proposals]
  • What Should Customers Focus On Today
  • Top Five Elements of an Effective Strategic Plan
  • Creating Effective Buyer-Supplier Relationships
  • Leading Change
  • On the Business of Giving Advice
  • Managing Multi-Vendor Implementation Projects
  • Leadership During Uncertain Times
  • Developing Effective Road Maps
  • Apples, Oranges, and Benchmarks
  • The Supplier Service Gap
  • Getting Credits For Money Owed
  • Managing Expectations: It’s Not About the Slogan
  • Choosing a Supplier: Practical Tips Based on Real Life
  • Managing Project Managers
  • Forecasting Without Numbers
  • Viewing the Contact Center Elephant

In addition, other articles have been published in various industry journals and textbooks.