Sanjay Kumar
Sanjay Kumar
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There is an increasing trend to have the call center representative portray the same image that the company is out there marketing.
areas business degree linear maybe
Well, the security business has been growing. I think security is one of those areas where it's to some degree not linear but maybe exponential growth.
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There are companies that are cutting their costs by over 50% by offshoring.
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Finally, I have to say that the most surprising aspect has been the speed at which the folks in India adapt to Western practices. They learn fast, really, really fast.
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We will announce a new offering, where you can get a CA expert on your PC live, via video, on a range of topics about a product.
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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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I'm equally comfortable in getting out there and taking a stand when I have to take a stand.
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I think that a lot of companies are still amazingly price sensitive.
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I have a high degree of confidence about India's growth potential in IT.
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Clearly, every company needs a leader. That's an important part of being the CEO of the company.
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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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It didn't make a lot of sense for us to be doing Lotus Notes implementations.
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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.
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As I said before, a big part of my strategy says - and the management team I think is in agreement with this - we don't have to be out there with a lot of noise all the time. What we need to do is paint a vision for customers, promise them deliverables, and go hit at it.