News and Views

The Contact Centre Agents I Hate

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April 08, 2013 Written by David Daly

It happens once every couple of months. I know it’s them immediately because it comes up as an international call and they ask for my wife by her maiden name – our number has been registered in the phone book under her name for as long as we have been together. What amazes me is that despite them not knowing that, they are able to tell us that there is a problem with the security on her computer, they know what it is, and that we can fix it by buying some sort of application from them.

 

Project Management? Conducting an Orchestra is Easier.

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March 08, 2013 Written by David Daly

I had always thought that project management was like conducting an orchestra, although somewhat less glamorous. Taking, or being given, a disparate group of people, each with different personalities, capabilities and responsibilities, and bringing them together to produce a result – be it a concert or a new customer management solution - both seem to me to require the same basic skills. However, I always felt there was something missing in my analogy.

   

Selecting a Call Centre Provider

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August 15, 2012 Written by David Daly

Competence first, Love second: It's important to like your outsourced supplier, but only after you're certain they are competent.

   

Managing Contact Centre Outsourcers

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August 15, 2012 Written by David Daly

The Old Ones Are The Good Ones: Tips on Managing an Outsourced Relationship

   

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