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orani,
samal,
Philippines,
bataan,
balanga,
2113,
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Strategic planning for contact centers has become increasingly important in today's complex environment. End-user customers are expecting faster, friendlier service from knowledgeable service representatives that efficiently resolve the customer's needs. In contrast, pressure to reduce costs has created a vacuous exodus from the domestic U.S. footprint and attempts to repatriate those lost jobs are confronted with arduous challenge of budget restrictions associated with cost savings generated through offshore labor arbitrage. Couple this dynamic with an extremely fluid technology environment wherein it is capital intensive to maintain or achieve a competitive position. Throw in the reality that today's labor market is uniquely comprised of five generations and you have the making for a "perfect storm" scenario.
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