Outsourced & The Goal - Mike Xu - ContactCenterWorld.com Blog
I have been reviewing a movie "Outsourced"(2007) telling about the cross-cultural shock happening in an outsourced call call center world under the background of the global economy shift and a best-selling and classic management book "The Goal" published in early 80's giving vivid insights about the mysterious and profound operational management world in form of a fiction. Both are such masterpieces in my mind that they successfully weaved the comprehensive and complicated industry controversies and business knowledge into some appealing and easy-to-engage stories.
Having worked in the contact center and outsourcing industries for over 10 years, I often heard people grudging about the challenges and pains in this highly stressful and competitive industry. Yet, through different perspectives as unveiled by these two great works, there are actually lots of entertaining and fascinating facets in our day-to-day fights. I am thinking it would be enticing to write a fictional book about everyday work and life in the contact center service environment, pretty much a hybrid of Outsourced and The Goal, to entertain our hardworking practitioners and professionals while systematically teaching the new comers the skills and knowledge on how to manage the business effectively.
Publish Date: February 18, 2011 7:50 AM