Every call centre has them; bad days. Call volumes are higher than expected and staff don’t show up. The result is a mile long queue of frustrated customers; a group of deeply fed up agents and a set of supervisors running around futilely trying to “manage” the situation. A bad day. The post-mortem If the […]
Where Will the Work Around Take You?
This is a guest post by Mark Davis I hate to admit it, but my plumbing is starting to fail. No, not my personal plumbing – that would be another issue entirely, and one I’d be more likely to share with my physician than with an international audience. The topic here is the plumbing in […]
Guest Posts
Would you like me to write a guest post for your blog? If you would, let me know what you would like by filling in the contact form (click here) and I will see what I can do. Read another opinion Image by 4nitsirk
The Problem With Technology
I’m on holiday. Two weeks in southwest France. Glorious autumnal weather, misty mornings, bright sunny days and trees with leaves of every shade from burnt copper to liquid gold (very poetic if a little formulaic, sorry). Of course to get here involved a little trauma; no pain no gain. I had to leave home at […]
How I Lost My Job
A while back I worked in a call centre. It was a big call centre, thousands of people worked there, talking to customers. But not any more… First we mitigated the work, we removed all the rework and mistakes and backlogs, we got rid of all the things that went wrong Second we automated the […]
- « Previous Page
- 1
- …
- 90
- 91
- 92
- 93
- 94
- …
- 162
- Next Page »