Friday, December 24, 2004
Here's another story that demonstrates that the issue of outsourcing is more subtle and complex than simply a comparison of wage rates.
Comcast is building up its call center jobs in New England. Despite the wage penalty, the company finds that a New England based call center operation generates higher levels of customer satisfaction and a lower level of customer complaints. In other words: quality and customer relationships are the end game, not simply cost reductions. Read more.
posted by Ed Morrison |
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Some Background on EDPro Weblog
The purpose of this weblog is to help economic development professionals -- EDPros -- keep up with the changes sweeping our profession. Strap on your goggles. It's a whole new game. There are no experts any more. The only place to learn about economic development is from other EDPros who are doing it.
One other point: the prevaling approach (paradigm, if you like) in economic development is shifting from competition to collaboration. There are a lot of reaasons underlying this shift, but here's the important insight: You, your community, and your region will do better by collaborating and sharing information.
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Speaking and workshops on Open Source Economic Development
As the idea of Open Source Economic Development starts spreading, more people are asking about it. Visit the I-Open web site to learn more. My colleagues and I are happy to explain the basic concepts in a talk or a workshop. E-mail Susan Alshuler if you'd like to learn more about workshops and speaking.
Background on Ed Morrison
Download some background information on me here.
The competitive advantage of local customer service
