Saturday, March 27, 2010


About a month ago, I did mention that I will be joining a new call center and will be setting it up from the ground. Right now we are faced with so many issues and we have to base our decisions not only to what is best according to the industry but we have to make sure they are the right ones for us. 

I was reading Bob Tarne's post - Evolution, Revolution, At the Edge or Out of the Box and he just wrote everything that has been preoccupying my mind the past days. Truly, little steps in Kaizen may not be what we need to drive competition away yet, at some point depending on where you're at, this could just be the only logical way to do things. 

Right now, we are left with 105 days to go and it will be the big day for us. I am working closely with the VP and COO with everything, from construction time line, network design and data center to deciding what chairs to get for the agents. And let me tell you, to shift one's thought from something substantial to what I perceived as something trivial is never easy. I have to explain things which have been in the category of "generally accepted" practice in IT. And at some point I am made to make analysis which I have not thought of before simply because I just know that there are some things that just have to be so. Ha! Now I am thinking, if we are either trying to re-invent the wheel or just simply looking for out of the box solution. I dare not think we are going to the edge as that is something I am not so inclined to do yet this early. 

Any how, I would love to agree with what Bob said in his post. I guess what we need right now is simply evolution and not revolution. And we don't need to go to the edge, to go out of box is more than enough for now. 

I believe little sure steps will not do me us harm right now. Once we have done the basic things right, we can leap and get ahead of competition. But that is another story. For now, I'm trying to focus on that 105 days to go. Sigh.

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