Friday, January 16, 2009

First of my contact centre predictions for 2009 happens - Nortel

I'm more than slightly surprised by how quickly one of the predictions I posted last week for 2009 has come to pass (see: "My Contact Centre Top 5 Predictions for 2009 ").

Nortel's troubles have been well documented, but it was still a surprise to see the article that Nortel was filing for Bankruptcy in the Toronto Globe & Mail on Wednesday. In many ways it is very sad to see a great company that once led its industry in such trouble. Of course bankruptcy doesn't mean the immediate end of Nortel, but it is hard to see how the company could regain it's once dominant position from where it is now.

The Globe and Mail also has a good article on whether Nortel could have been turned around. I tend to agree with it's view that they probably had the right CEO in Mike Zafivorski, but they needed him earlier than 2005. The blog has looked previously at internal management excellence (see the post: "Does lack of management experience cause most contact centre problems? The perspecitve of the "Puritan Gift"") and it's telling that one of the things damaged Nortel so badly was when it ripped up its internal people development processes in 2000.

There's no pleasure in seeing a great company and once inovative get into so much trouble and my sympathy is with the staff at Nortel.

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