Saturday, September 20, 2003

Call Center Market
Jack Welch says that it always helps to define a market where you have no more than a 10% share. This forces thinking OOTB to new opportunities that you may not be aware of exising.
For call centers, it is instrumental to note the areas that they play in , like:
1. Multichannel interactions
2. Case admnistration software
3. Training and e-learning
4. Workforce optimization
5. Knowledge Management
6. Offshoring

Other attributes include certification, virtual call centers etc.
TBD :; Assessment of the current market size, where we are with respect to this size and projected growth.

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