The Meaning
March 15, 2008
Just the other day I had a wonderful surprise. I opened up a late evening email from Call Connect. In that email was a gift! An opportunity to write an article to you, an audience of one of the greatest contact center regions in the world. So I asked, “What do you prefer I write about?” in response they said,” Tell us what you think that we should know…what you think is important for us to hear.”
So now I am with a gift upon a gift. A CEO with so much to say and an invitation to say it. So many opinions and so little time! What I’d like to say, what I often say in interviews throughout the world, is not necessarily what people expect to hear.
What I really want to say is that commerce is a logical vehicle to resolve many of the divisive problems in the world today. Fighting is not an answer. Commerce though creates interdependency. Each person needs to be assured of the continuity of relationships once that need becomes a necessity. Take yourself as an example:
Many of you are contact centers providing BPO services to a wide range of geography. You use the best technology, you hire the most talented and educated of your peoples, you build sound process, you offer a suitable and cost saving price, and you meet your client’s needs. So the question,” Are you a contact center or are you a rope that ties the world together?” Although we might never agree on our ways of life we can always agree that the consumer based relationship is an assurance of furthering the bonds of all peoples.
At Touchstar we choose to see our mission as one of assisting the world in expanding interdependencies with the prerequisite of a business model predicated on “doing the next right thing.”
I believe that Contact Centers that perform on the global stage have responsibilities to reinvest in the areas of the world that they do business in. As an example, Touchstar has founded an organization we call Commerce for Change (www.commerceforchange.org).
Many of the companies that are now participating in this “flattening of the world” are in regions that maintain a wide disparity between the rich and poor. The protections to those whom have less are limited by the fact that the wealthy look to continue their lifestyle, sometimes at the cost of maintaining that gap. The greatest protection to both fortunate and less fortunate is a strong middle class. Commerce is the key.
Through commerce, through outsourcing of services worldwide, through organizations of integrity the insistence of change will occur. The poor become educated. The educated will demand better jobs. The world will provide the work. The work insists on interdependency. The middle class grows. Communities throughout the world become safe havens for world class business. The future generations reap the benefits from the efforts we make today.
So, build your Contact Center with a vision. A determination to do it the right way. A conscientious organization with meaning. My “meaning” the “Touchstar Way” is to promote:
- COMMERCE AND INTERDEPENDENCY
- INTEGRATION AND SHARING
- COMPROMISE
Touchstar is a company growing at the speed of sound. A company with offices throughout North America and India, The Philippines, Latin America, and Europe. Our technology helps you who are reading this to connect with the world. We bridge work forces with work needs anywhere in the world every moment of every day. There are over 2500 contact centers worldwide using Touchstar. Hundreds of those and tens of thousands of agents reside in India. We are a multicultural organization with many races, creeds, cultures and backgrounds.
Respectfully,
Steve Bederman
Chief Executive Officer
TouchStar
www.touchstar.com
