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In the decades of mass production and mass marketing, efficiency ruled the world of business. When that ceased to bring in the returns (profit) and double-digit growth business had become addicted to, financial engineering kicked in. Business became all about creating value for shareholders, losing relevance for its other stakeholders and keeping top management's ‘eye on the ball’ with extravagant bonuses. The resulting 'system’ completely stopped caring about employees and customers. Integrity got lost in the quest for shareholder value and personal enrichment, and so did integrity and respect for employees and customers. The world today experiences the collapse of that system, trust has been lost at all levels.
KeywordsCall Center Customer Loyalty Relationship Trust Brand Position Emotional Connection
Ethics and call centers
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