By Peter Lyle DeHaan, PhD The TV special, Bombay Calling, provides a compelling exposé of an India-based outsourcing call center and the people who work there. In documentary style, it shows both the good and the bad in offshore call centers. Just as proponents of offshoring would find plenty to celebrate, opponents would likewise be […]
By Peter Lyle DeHaan, PhD It seems that seldom a week goes by when I don’t receive a call from someone wanting to interview me. Sometimes it is a local newspaper, other times a specialty magazine. I was quite unnerved at my first interview request. I envisioned it being a hard-hitting, muckraking interrogation, intent on […]
By Peter Lyle DeHaan, PhD Since you are reading this column, it is highly likely that in some way or manner, you are in the call center industry. However, the question, “Are you in or out?” does not query your connection to the industry, but rather your participation within it. Those who operate call centers, […]