Organizations that allow clients to see their silos, said Trefler, Organizations that have to transfer a customer in the middle of a call to finish a service interaction, or organizations which have to guess what the customer wants instead of having the system predict it based on the customer history and previous calls.

FORBES: In Managed Care, Data Plus Integration Plus Rules Equals Information

Big companies there regularly announce that they are moving service jobs abroad, many of them involving the wholesale transfer of call centres.

ECONOMIST: Offshoring