Week 2
Having looked in Week 1 at some of the history of the customer contact centre industry, plus, its size and variety, we now have an opportunity to look at some of the changes and factors in the wider environment that are likely to have an impact on an organisation's key business activities and its success in the marketplace that it seeks to serve.
Having looked in Week 1 at some of the history of the customer contact centre industry, plus, its size and variety, we now have an opportunity to look at some of the changes and factors in the wider environment that are likely to have an impact on an organisation's key business activities and its success in the marketplace that it seeks to serve.
Macroenvironment
Every organisation, regardless of its size and business activities, has to take into account factors that are going on in the wider world where it operates.
Changes in the wider world can have a significant impact on its own success.
Every organisation, regardless of its size and business activities, has to take into account factors that are going on in the wider world where it operates.
Changes in the wider world can have a significant impact on its own success.
PEST analysis
PEST analysis is a well-established technique which allows managers to examine such changes in the wider environment and, as they consider their significance, to identify opportunities for changes in their own business practices.
The use of such a technique by several managers working in the same department or the same organisation can often identify different perspectives and priorities, so that real-world decisions can be discussed and reached by consensus.
PEST analysis is a well-established technique which allows managers to examine such changes in the wider environment and, as they consider their significance, to identify opportunities for changes in their own business practices.
The use of such a technique by several managers working in the same department or the same organisation can often identify different perspectives and priorities, so that real-world decisions can be discussed and reached by consensus.
Legal environment
You will have an opportunity to increase your knowledge and understanding of some of the recent changes in legislation that have an impact on business practices in the customer contact centre industry.
You will have an opportunity to increase your knowledge and understanding of some of the recent changes in legislation that have an impact on business practices in the customer contact centre industry.
Knowledge management
Knowledge management can be an important source of competitive advantage, especially if managers are able to share knowledge that adds value to a company's business activities.
Such sharing of both explicit and tacit knowledge can help with innovation and new product development. And many large and complex organisations have realised that the sharing of best practice can lead to significant cost reductions and innovations.
Knowledge management can be an important source of competitive advantage, especially if managers are able to share knowledge that adds value to a company's business activities.
Such sharing of both explicit and tacit knowledge can help with innovation and new product development. And many large and complex organisations have realised that the sharing of best practice can lead to significant cost reductions and innovations.