chapter  10
From the Present to the Future
Pages 9

The purpose of this chapter is to lay the groundwork for where the globalizing call center industry is heading and articulate how a manager of a call center should best position his/her center with the highest return on investment (ROI) possible no matter the location of the center. Only by creating a call center with a great culture, creating a strong ROI, and effectively communicating these items to the leadership of a company or organization will the center manager begin to feel a bit more secure in his/her position given the dynamic call center environment.