In the contact center industry today, people are being put aside as just " a commodity " to manage. The bigger Contact centers have little time to invest into the people hence just hire, train and place them is the concept they have.

Technology is slowly replacing the human touch...it’s all about the speed and how much we can make in the end of the day. Look at Maybank a very good example of total Customer Service failure. The ATM lobby is the best in the banking industry even putting some international banks to shame. We really do not have to even talk to anyone in Maybank to get things done. Great convenience right?..for a awhile maybe , after which people still wants to talk to people. You see even with the best IVR system in the world it a proven fact that 70% of the time Customers stills choices to speak to an agent.

We must understand the needs of a Customer so that we can deliver the best possible service in order for them to have the best Customer Experince. Once companies understand this only then can they see fantastic growth.

In the contact center industry because of the high level of competition, it is turning corporate. Why? Only in the corporate sector can you find the "silo” culture. It is beginning to form here, dangerous for us all. Let us remember why we have Contact centers in the 1st place. It is to give the customers a great convenience while delivering fantastic Customer Service. In order to do that we need to ensure we do not fall into the "silo" culture then it all becomes just ....I see you....You see me.