Download Global Call Centers by Erik Granered PDF

By Erik Granered

ISBN-10: 1904838030

ISBN-13: 9781904838036

Writer Erik Granered makes a honest attempt to bridge the distance among targeted our bodies of commercial services: what it takes to set up an offshore outsourcing recreation, and what it takes to function a winning name middle. this can be a exact quantity since it appeals to the strategic matters of either company decision-makers and contact middle executives at the entrance traces. total, even if, Granered focuses extra on functional purposes than on strategic concerns. He recognizes properly that his therapy of wide cultural concerns may possibly occasionally sound simplistic. having said that, getAbstract.com unearths his publication an invaluable addition to any library on offshore outsourcing, and strongly recommends it to managers and bosses who're attracted to outsourcing or name facilities, or either.

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Sample text

It is ironic to watch the same politicians who have promoted and endorsed free trade for a lifetime now revolt and call for action to address the hemorrhaging of high-quality jobs. What did they think was going to happen? The historical perspective should be fairly clear here. We have already witnessed the emergence of Japan, Korea, Taiwan, and other countries as they made the transition from low-level manufacturing to more advanced functions. It is as if some kind of unspoken arrogance had lulled us into thinking that could never really happen in China or India.

THE CUSTOMER EXPERIENCE DILEMMA 31 Culture and the Customer Experience There are many long and boring definitions of culture, none of which will be repeated here. Edward T. Hall, a well-known anthropologist and author, offers a short but extremely powerful definition of culture that works well for the business environment in general and the call center in particular: Culture is communication. According to Hall, everything you do, every word you say, every expression you make—whether painting a portrait, building your first house, or even making a facial expression—is a reflection of your culture, your values, and beliefs as molded by your surroundings (Hall 1977).

History is full of similar legislative protections to preserve the status quo in the face of painful change. The future will no doubt prove the same. 2 The Customer Experience Dilemma B efore delving into some of the more complex aspects of human interaction, let’s agree that there are some universal things that customers want to see when calling for assistance with a problem. Several customer surveys, taken from around the world, consistently raise these same priorities. They may be in slightly different order, or one item may be missing because of the particular nature of that field, but the most surprising thing is the consistency with which people want to see answers to the following questions: 1.

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Global Call Centers by Erik Granered


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