Simon Kriss

Don’t Ignore the Most Important Gauge of a Good Customer Service Experience: You

Recently I spent some time with a group of leading executives from various industries across Asia. I asked each of them to remember back...

Anti-Telemarketing Comes to Asia, as Phone Users–and Annoyances–Multiply

While many of the countries in the Western world are fairly well-developed in regard to controlling and legislating telemarketing activities, Asia is well behind....

Serve Customer Service in China With a little “Geert” on the Side

Many years ago, Charles Darwin produced his theory of natural selection. The basic rule that "an organism live or dies by its ability to...

Hofstede’s Five Cultural Dimensions

Many people are now turning to the work done by Geert Hofstede between 1967 and 1973. Working for IBM at the time, the professor...

Single-Child Policy Puts a New Wrinkle on China’s Call Centers

The China call center industry is set to experience some of the most rampant growth ever seen in call centers anywhere in the world....

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