reprint policy
	Global Call Center Management by Erik Granered Article Abstract For reprints, please e-mail imqeditor@american.edu
With the global services revolution now essentially behind us, corporations are forced to take advantage of global talent in order to remain competitive. Managing outsourced call center operations requires particular attention, as creating a successful customer experience across cultures, while challenging, represents the only option for retaining customers and protecting a corporate image. The answer lies in careful decision-making and ongoing program management that consider culture as a competitive advantage. Nowhere is the need for cultural sophistication greater than in the world of call centers, where technology is enabling cross-cultural interaction on a scale that would have been inconceivable just a few years ago. The author presents strategies for success, as well as recipes for disaster, in global call center management.