Evolving the customer contact centre industry

I sat a meeting no less than 15 years ago where the topic was “evolving the call centre industry”. We were in a room talking about how New Brunswick could leverage its success at attracting call centres to attract higher end back offices, technology services and other service functions that were no longer tied to the head office.

Fast forward to 2008 and we haven’t had much success at that. Since the mid 1990s we have attracted dozens of call centres but not much else.

My column today in the TJ makes the case that we should make more of an effort.