I have just started working somewhere new. They use Lotus Notes as an e-mail solution instead of Microsoft’s ubiquitous Outlook. It has some novel customer focused features: 1. E-mail addresses often contain random X Y or Z middle initials. Users can have multiple addresses with these random initials in. This helps confuse senders. 2. Large […]
Fresh as the Moment when the Pod went Pop
All companies obsess about something, their USP, their IP, the thing that they can do that nobody else can. I used to work for Birdseye, the frozen pea people. They used to obsess about getting the peas out of the field and frozen within 2 1/2 hours. They had a panel of pea tasters who […]
Tickets Please
I use the train a lot, and I buy a lot of tickets. The guys on East Midlands Mainline are very determined that I pay for all this travel. 1. They have ticket checking barriers at all entrances to the platforms to make sure I have a ticket. 2. They have train “managers” on the […]
The Stretch
How should you manage a stretch? We all have them. A whopping great big number forced in on top of our budgets. A couple of options: 1. Divide and conquer: split the two or twenty million up between departments and set them up against each other, Mano a Mano. See who succeeds and who fails. […]
The Monument Part 2
I wrote about monuments. Perhaps a 500 seat call centre is a monument. We have them to optimise efficiency (occupancy and productivity), they are hugely expensive to own and because of their scale they become inflexible. It isn’t easy to change agent training or the front end telephony for a 500 seat call centre. Does […]
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