Global Services recently came out with its outlook of 2012 based on its survey. In the context of some of the data presented, I took the liberty of getting snippets of information that may and will impact the call center industry in the Philippines and the rest of the world, adding my opinion to most of these analyses.

The Philippines is the top call center country in the world for outsourcing customer service and support not only because it is the only English-speaking country in East Asia but as well as its American style of doing business, character traits of resiliency and frugality, and a submissive, non-confrontational culture of literally respecting everyone who is older in age. Put that all together and you've got one of the most respectful, "the customer is always right," and "try as much as you can to solve it" type of service delivery in the world.

The moment of truth in Philippine tourism is when every contact with a tourist visiting the country for the first time happens. The wealth of solutions that best describe what needs to be done is all about the customer experience of the foreign tourist. The best people to help the tourism department will come from the contact center industry.

There are only some, not all, of the Steve Jobs charisma we can carry on into our daily lives because we also need to be who people know us to have been all these years. The glaring characteristics to Steve Jobs’ rise and fall are his tunnel vision to market wants, sticking to your gut, learning to dance with the men and women of power, hiring the best, being obscenely direct, learning the art of motivational speaking, minding your own business, and continuing to be a product and marketing guy even if you were CEO.