It is both a tough and exciting time for retail companies. Whether it is just more evolution in a market sector that has had to constantly evolve to survive, or approaching revolution is open to conjecture. What is clear, however, is that the way retail engages with its customers has radically changed in recent years.
We are frequently told that High Street retail traffic has fallen and that the fall is dramatic. It seems that bodies in stores do not directly link to High Street sales; yet consumers are still spending, so retailers are ‘uber’ busy ensuring that they are active across all retail channels in order to capture as much of this consumer traffic as possible.
Last night, I witnessed my three year old grandson’s first bonfire night – all wrapped up in oversized knitwear and excited to see these things called fireworks that we’d bought a few days before. However, as soon as we lit the first rocket, the excitement turned into shock and fear at the unexpected almighty bang that filled the night’s sky.
I have to say that the first few attempts were not a spectacular success. However the more Catherine wheels, roman candles and sparklers that were lit, the more confident he grew and the more comfortable he became with the process (realised as Mum slowly regained the use of her left leg).
Every week I see a new article discussing where the next big outsourcing hub will be based, usually written by local newspapers, magazines or websites in that region. With all the noise, it got me thinking: is the Indian contact centre industry dying, where will the contact centres of the future be located and what is pushing the industry there?
History of offshore contact centres
As we all know, life runs a lot more smoothly when you are able to maintain healthy relationships. Whether it’s knowing that your trusted electrician will go the extra mile when working for your relatives, or sharing knowledge between departments to support each other with common targets – getting along makes us more productive.