A tale of two officesThe first is a shambles, clearly the owner has no idea what is going on, he should be taken outside, sacked, hung, shot and generally persecuted for good measure. The second is a model of organisation, it is paper free, the work has been, productionised, computerised, systematised and digitised. It is […]
That’s Not my Name
My name is James Lawther. I have been called James by my mother from the day I was born. The name on my birth certificate is Kenneth James Lawther. This makes me a bit odd, I use my middle name as my first name (so to speak). Most databases are structured: First Name Middle Initial […]
Nasty Evil Wallboards
Call centres fall into two categories. Some have wallboards, they show how the operation is performing They show call centre agents how many customers are in the queue, how many customers have been answered, how many have hung up, how long customers are waiting… You get the idea Other call centres don’t show wallboards, it […]
Why E-mail is Like Oil
Let’s be brutal here: you’re probably buried in e-mail. And like crude oil, e-mail can be a sticky, annoying substance that’s practically impossible to clean. We need e-mail to get things done, but it seems like an endless, yucky mess. The funny thing about oil is that while spilling a little bit is a problem […]
Clever Capital Investment or Shiny New Toy?
If you have ever called a call centre, no doubt you have used an IVR (interactive voice response, press 1 to change your address…press 2 to… you get the idea). The public is generally a little damming about them, to quote Wikipedia: “IVR is sometimes criticised as being unhelpful and difficult to use due to […]
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