Key contact.The work world is changing, and quickly. The information age, rather than being about buying pet food online, has turned out to be largely about making the internal workings of complex organizations efficient, transparent and fast. Part of the reason is software like that made by Genesys, a U.S. company part of France's Alcatel that creates the links between Web pages, telephone calls, customer data and back-office systems known as customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) software. Genesys CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. Wes Hayden, until mid-2004 the company's senior vice president for the Americas, talked with LATIN TRADE Latin Trade is a monthly magazine covering global business in Latin America and the Caribbean. Similar to Forbes and Fortune Magazine in coverage, the magazine was founded in 1993 and now publishes 87,000 copies 1 each month in Spanish, Portuguese, and English. Editor-in-Chief Greg Brown Greg Brown may refer to:
You came to your job from the Americas operation. What have developing markets taught you about your business?
My experience covering Latin America Latin America, the Spanish-speaking, Portuguese-speaking, and French-speaking countries (except Canada) of North America, South America, Central America, and the West Indies. as part of the Americas is that, while our business is extremely strong at the high end of the market, there's a lot of business out there in the medium-sized business market. The value of our software in medium-sized companies was very apparent. The Latin America market was underserved by everyone in our industry. In Brazil, I felt there was a huge opportunity for us to take market share. My experience has helped immensely as we look at our business in Asia Pacific. The market is very similar. Big developing countries like China do business with us much the same way we are doing business in Latin America. In our case we really are targeted on four areas: Brazil is the primary target in Latin America. Russia, India and China are all emerging markets for us. We are approaching all those in the same way, based on my experience in Latin America, rather than just calling on large companies as you do in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. .
The call-center business has boomed in Latin America, particularly because of demand to service U.S. Hispanic callers. Will this continue?
We saw really good growth last year, and expect good growth this year. As we look at the flattening
The flattening, ellipticity, or oblateness of an oblate spheroid is the "squashing" of the spheroid's pole, down towards its equator. of the world, the labor rates in Latin America are always going to be attractive to U.S. companies.... What is happening to our business, with voice over IP technology [telephone calls via the Web], is that we see call-center technology migrating into the rest of the company. Insurance offices, brokerage offices, they're all places we're seeing our customers wanting to see an extension of call-center technology. Being able to see the contact information of the caller has now been enabled with voice over IP.
Are call centers good training grounds for future hires?
A little bit, but I would say roughly 20% of the call-center population is outbound out·bound
Outward bound; headed away: outbound trains.
Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" . The vast majority is inbound in·bound 1
Bound inward; incoming: inbound commuter traffic.
Adj. 1. inbound calls and customer service.... Interestingly enough, and this is a U.S. example, Bloomberg Media starts everybody in the call center. In order to work for Bloomberg, you do a stint in the call center talking to Noun 1. talking to - a lengthy rebuke; "a good lecture was my father's idea of discipline"; "the teacher gave him a talking to"
rebuke, reprehension, reprimand, reproof, reproval - an act or expression of criticism and censure; "he had to customers.
Consumers in the United States and Europe increasingly are telling companies to leave them alone. Can technology play a role in giving consumers control over who contacts them and how?
To a certain extent. I would really say we look at it from the consumer point of view often. We talk to our clients about customer frustration. The state of customer service today is bad. There are too many menus: press one, press three, press five. From a consumer point of view, we're looking at how we can make the customer experience better. We've been spending the last several weeks thinking about that. We're helping customers design systems that do give consumers choices. We have a technology called virtual hold. If you call in and get a message that says your wait time is three minutes "Three Minutes" is the 46th episode of Lost. It is the twenty-second episode of the second season. The episode was directed by Stephen Williams, and written by Edward Kitsis and Adam Horowitz. It first aired on May 17, 2006 on ABC. , you can keep your place in the queue and automatically get a call back, or schedule a time for a call back. It saves our customers the line charges of a customer on hold and it saves the customer from having to listening to bad hold music.
The Web is responsible for some fascinating changes, including the distinct possibility of being able to work from anywhere. I imagine huge numbers of employees working from home in flexible shifts, and not driving their cars and using office space. Is that where we're going?
Absolutely, yeah, I think so. I think companies are really looking at that. The innovative companies are jumping into it with both feet, but all companies are looking for Looking for
In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. ways to provide quality of life for their employees.