So many of life's great leaps forward happen in the wake of profound disruption. For example, the fossil record regularly shows an explosion of new species shortly (in geologic terms) after evidence of violent asteroid impacts. Simply put, disruptive events alter the environment in ways that challenge incumbents, open up new niches and force all participants to innovate in ways that have enormous long-term ramifications.
A more recent example of this is the scramble to prepare for the Y2K bug -- comparable to a digital asteroid we were fortunate to see coming -- a project that enlisted the help of legions of Indians and in so doing, gave that nation a huge boost in terms of tech infrastructure and connections with growing American companies looking for new pools of talent. That connection to India has utterly transformed both the US and India and, indeed, the tech sector worldwide...and we have a software bug to thank for it.
A much more recent example is the response to a different bug: Covid-19. Certainly, these are early days, but it seems safe to say future economic paleontologists will unearth enduring evidence of the event, etched deep into the corpus of global business. And the essence of that mark will be the emergence of traits that favor organizational resilience gained through specialization and decentralization.
This decentralization applies on multiple levels. It will mean enterprise becoming more specialized by narrowing the scope of work carried out in-house and outsourcing supporting functions, such as customer experience (CX) management.
Those CX outsourcers, who also benefit from their own specialization, in turn will be broadly dispersed geographically, and doubly so, as the front line workers are further dispersed by being home-based.
Everise specializes in outsourced CX. This week, Everise President David Palmer, spoke to The Fort Worth Star-Telegram about the company's plans to make hundreds of new hires in the North Texas area, at a time when the employment story we're accustomed to hearing is how jobless claims have never been higher. What puts Everise on a contrary path is our capacity to offer clients resilience through specialization and decentralization.
The story also obliquely touches upon two more key points:
Palmer, who is based in Arizona, said the company is recruiting from the Dallas-Fort Worth area because its demographics show a large number of North Texans already have state insurance licenses, which are required for the job openings.
The first interesting point is the fact that our president, who may know more about contact center operations than any other person in the US, is based in Arizona, 100 miles from our nearest experience center, in Tucson.
The second interesting point is the fact that Fort Worth is also 100 miles from its nearest experience center, in McGregor, Texas.
These both speak to decentralization and its ability to eliminate traditional limitations of geography. Meaning, we get to hire the best people, wherever they are -- possibly the best competitive advantage.
Covid-19 is a once-in-a-lifetime disruptor reshuffling the deck and challenging players to adapt to the new environment. Everise offers clients resilience to endure the present crisis and the next, whatever it may be.
Everise is ready to make your organization more resilient. It's easy to learn more about possible opportunities between us. Drop us a line at firstname.lastname@example.org and let's get the conversation started.