Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

The biggest failure myth in China's developing contact center industry - Mike Xu - Blog

The biggest failure myth in China's developing contact center industry

More often than not, I heard such feedback from the top management of the companies who runs their in-house or outsourcing contact centers: "Contact centers are basically pretty simple operations", "establish a contact center? well, grab some phones and put together some people, what's the big deal?" If senior management holds such attitude, the chances of ever creating a truly world-class contact center from a Chinese company would be minized or at least diminish.

The myth originates from the fact that we people have been addicated to the telephone as the most convenient interactive tool for a lon gtime and it remains in our communication culture. They are everywhere and everyone knows how "simple" it is, especially when China's contact center was transformed from the paging industry about 12 years ago...because of such familiarity, it is easy for the top management to assume that a contact center is not a challenging management task at all. Yet, this is very wrong - it IS a big deal and complicated because the contact center undertake the most frequent interaction with customers and propects than ever before, in a more significant way than the traditional outlet or any physically-existed customer service center. The contact center creates an invisible world that the top management cannot visually inspect how meaningful and important our customers are taken care of by such frequent and massive daily engagement. The quality is simply not visible... and available without effective and state-of-the-art management.

The top management in China should realize that in a multimedia communcation era contact centers are truly somthing that really mattter not only to our customers and prospects but to our business growth as a whole.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Publish Date: November 17, 2010 2:38 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =