Well, if you look back, in almost two and a half years, the biggest change probably was in late 2000 when we decided to totally change the CA business model.
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Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.Sanjay Kumar
There is an increasing trend to have the call center representative portray the same image that the company is out there marketing.
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That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
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Often, the client will have unrealistic goals that the vendor will feel the need to agree to, even though the vendor has no ability to deliver.
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Finance is critical. If sufficient investment is made in infrastructure and venture capital is made available, there will be a big improvement in the situation.
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So in 2000, when we changed the business model and started really focusing on that triangle and putting the customer in the center, we decided we should hold off - we've done enough consolidation; we've got enough critical mass.
Sanjay Kumar
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