I am now a published author That is not strictly accurate, but why let the truth get in the way of a good story? Let me try again I have written an e-book; well it is more of an e-pamphlet It is available at all good book stores; well OK it is self published and is only […]
Do You Hold Morning Briefings Like a TV Star?
If you are of a certain age you will have Hill Street Blues burned into your memory. One of the biggest TV shows of the 80’s. It was horribly schmaltzy. Admit it, you watched it Now you might be wondering, what that has this got to do with running a service operation? At the start […]
Web Design and the Emotional Bank Account
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 […]
Presentation Tips: Why are You Talking to Me?
Monday is not going to be a good day. On Monday morning I have to sit through a four hour presentation. There are things in life I enjoy doing, I enjoy riding my bike, I enjoy taking my children to the beach, I enjoy reading thrillers. But I do not enjoy sitting through four hour presentations. […]
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 […]
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