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EMERGING PARADIGMS

EMERGING PARADIGMS . Session 8 16:35 - 17:00 Dr. Deepak B Phatak IIT Bombay. OVERVIEW. Business In The 21st Century Call Centre Management Challenge For Banks And Financial Institutions The Road Ahead. BUSINESS IN THE 21ST CENTURY. Customer May Not Physically Visit

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EMERGING PARADIGMS

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  1. EMERGING PARADIGMS Session 8 16:35 - 17:00 Dr. Deepak B Phatak IIT Bombay

  2. OVERVIEW • Business In The 21st Century • Call Centre Management • Challenge For Banks And Financial Institutions • The Road Ahead Emerging Paradigms

  3. BUSINESS IN THE 21ST CENTURY • Customer May Not Physically Visit • Service At The Customer Doorstep • Brick And Mortar Ops, Cost Issues • Locational Transparency • New Delivery Mechanisms • Innovative Ways To Cut Costs • New Businesses Get Incorporated Emerging Paradigms

  4. BUSINESS IN THE 21ST CENTURY • Internet Commerce Will Proliferate • Smart Card As The New Basis Of Payment System Standard • Organisations Will Develop A Digital Nervous System • “Corporate Knowledge” Will Grow And Will Be Shared Emerging Paradigms

  5. BUSINESS IN THE 21ST CENTURY • Location Basesd Wage Advantages Of Knowledge Workers Will Be Further Exploited • Tele Processing • Medical Transcriptions • Digitisation Of Drawings • Software Development & Support Emerging Paradigms

  6. CALL CENTRES • 24x7 Help Desks • Large Number Of Operators, Telephone Lines, Access To Information • Take Calls • Extract Necessary Information From Multiple Data Resources • Solve The Problem • Need Complete Integration Of All Corporate Distributed Applications Emerging Paradigms

  7. CALL CENTRES • Examples • Citibank Card Centre • Provides Relationship Information • GE Call Centre At Gurgaon • Uses Local persons To Support Global Operations Emerging Paradigms

  8. NEW CHALLENGES • Modern IT Usage Must Become Second Nature To Every Employee • Demand For Customised Financial Products Will Increase • Sustained And Focussed Investments In IT • Where Do We Stand At ICICI ? Emerging Paradigms

  9. THE ROAD AHEAD • Towards A Developed Nation • - Dr. A. P. J. Abdul Kalam Let The Force of Modern I.T. be With You! Emerging Paradigms

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