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The Worst Thing That Can Happen in a Call Centre

1 May, 2012 by James Lawther 2 Comments

How bad can a day in a service centre get? Let’s be honest, nobody is going to die, not unless they are spectacularly unlucky and trip over a trailing cable What does a bad day look like? A bad day looks like this: Your colleagues in Marketing or IT or Pricing do something stupid to […]

Filed Under: Blog, Tools & Techniques, Wild Cards Tagged With: abandon rate, average handle time, bullwhip effect, call centre, capacity planning, queue

Are Your Project Managers Killing all the Canaries?

10 April, 2012 by James Lawther 1 Comment

Managing projects is a little like keeping canaries: One canary will flutter about quite happily in a cage Add a second canary and they will sing to each other If you have a nice big cage you may well be able to keep 5, 6, 7 or 8 canaries There is a limit though.  Try […]

Filed Under: Blog, Wild Cards Tagged With: focus, project management, video

How to Push Your Big Idea

31 March, 2012 by James Lawther 3 Comments

Dyson Vacuum Cleaner

There are two ways to push your next big idea: 1. The Business Case Pull together a fancy looking presentation with buckets full of analysis (discounted cash flows, net present values, operations analysis, customer value analysis, competitive positioning, the whole nine yards), it is the  professional thing to do.  Unfortunately: Your idea will be flat […]

Filed Under: Blog, Tools & Techniques, Wild Cards Tagged With: innovation, test and learn

Web Design and the Emotional Bank Account

24 March, 2012 by James Lawther 2 Comments

You’ll have heard about emotional bank accounts. You hold one with everybody you know. The account might be in credit (you make them laugh, you are always reliable, you surprise them with flowers) or the account might be overdue (you are always late, you offend, you were dishonest) It’s not wise to default A simple […]

Filed Under: Blog, Wild Cards Tagged With: communication, information technology, web site design

Time Please

21 February, 2012 by James Lawther 7 Comments

Timely Meetings

You have to make a big presentation, to a very senior audience, it is one of those make or break points in your career.  Here is the question?  How much time do you need? These are very busy people, and, lets be honest, you probably want to be presenting to them far more than they want […]

Filed Under: Blog, Tools & Techniques, Wild Cards Tagged With: effective meetings, presentations

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