This Week's Herman Trend Alert Purpose Emerging as Important Driver of Engagement

The Herman Trend Alert October 7, 1998 Call Centers Will Compete With More Technology and Flexibility Call centers and support centers, those high-activity nests of information, answers, and help for the bewildered face a critical challenge. Nationally, the industry is estimated to be strapped by a shortage of 500,000 to 600,000 workers. The customers must still be served, so two major solutions will be applied. Technology is already having a tremendous impact on the field. Computers can route calls practically anywhere, sequencing calls and managing them so the caller knows about how long the wait will be. Technology developers are working closely with many companies to put answers to frequently asked questions on the internet, reducing the number of calls coming in. Look for more efforts to enable and encourage consumers to find answers for themselves. Flexibility in work location will make a big difference, and with current technology almost any location is possible. Employees can work from congregate centers, satellite facilities, or even from home. We’ll see more arrangements where tele-workers will sign on at home when they’re ready to handle calls. Totally connected by technology, they really have no need to "go to the office." They’ll log-on, computer-driven phone systems will begin sending them calls, and their linked computers will tell them everything they need to know to serve the callers. The technology, flexibility, and high demand will make it possible for shut-ins, handicapped (including home-bound), busy mothers, or the rush-hour challenged to become more viable participants in the workforce. People who live in remote locations—farms, mountain villages, or Native American reservations can now be put to work. Some companies are already using prisoners to respond to customer telephone requests. We’re moving toward even more full employment. © Copyright 1998- by The Herman Group, Inc. -- reproduction for publication is encouraged, with the following attribution: From "The Herman Trend Alert," by Roger Herman and Joyce Gioia, Strategic Business Futurists. (800) 227-3566 or http://www.hermangroup.com. The Herman Trend Alert is a trademark of The Herman Group, Inc." WHO SENDS OUT YOUR NEWSLETTERS? We are convinced there is no better choice than ours! We have happily used DataBack Systems to deliver The Herman Trend Alert for over 10 years and. Visit their website (http://www.databack.com) or call Byron directly at 503.941.0427. You'll be glad you did. IS YOUR EMPLOYER AN EMPLOYER OF CHOICE®? Our effective, onsite seminars, workshops, and consulting can help you get there. We offer 1-, 2-, 3-hour, and full-day programs to help you communicate what it takes to become an Employer of Choice® and inspire your folks to get it done. In the future, being an Employer of Choice® will not be optional. Call Carol at 336-210-3547 to arrange a no-obligation conference call. Or order the electronic version of the Employer of Choice book on your desktop for only $17.80 @ http://hermangroup.com/store/books_all.html#2. STRUGGLING TO FIND THE PEOPLE YOU NEED? VETJOBS CAN HELP! Recently, hundreds of thousands of jobs remain unfilled due to a lack of capable people. If you are looking for qualified candidates, you need to hire a veteran using VFW-sponsored VetJobs, the largest military employment site on the Internet. Thousands of returning veterans are looking for good jobs now. Mention this ad in The Herman Trend Alert and receive a 10% discount on job postings. Call Ted Daywalt at 877-838-5627 or inquire at info@VetJobs.com. Herman Trend Alerts are produced by the Herman Group, strategic business futurists, Certified Management Consultants, authors, and professional speakers. New subscribers are welcome. There is no charge for this public service. The Herman Trend Alert is received by over 30,000 subscribers in 78 countries, in addition to other websites and printed magazines. Do you enjoy receiving this weekly e-mail update? Contact us about our co-branded Trend Alert service. Click here to sign up for the Herman Trend Alert. Subscribe or Unsubscribe to weekly Herman Trend Alert View this week's Herman Trend Alert Archived Weekly Herman Trend Alerts

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