Tag: Contact Centre
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Cold Played
What a palaver at Astronomer – I would think that the handsy bossman is already seeing stars, courtesy of his chip-spitting missus. Mind you, I toiled in outsourced contact centres for 20 years or so, and I can’t remember a time when the CEO wasn’t banging the HR Director. Let’s face it, soaking up psycho…
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Fish-Fingered
And so the inevitable farce plays out. While the Taliban had a cause, the majority of Afghans had a greater prize in the cross hairs of their beady eyes – the opportunity of a new life in the West with all those taxpayer-funded trimmings. Sure, there are dissidents whose body parts might have been destined…
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Motion Lotion
A year on, and commentators are seeking to assess Keir Starmer’s progress as the Labour Leader. Now, that’s a real toughie because he hasn’t really done anything. Try to imagine an Israeli opposition leader never managing to surpass level-pegging with Hitler, and you’ll probably be in the right ballpark. In its wildest dreams (which judging…
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Virgin on the Ridiculous
While a plethora of UK businesses have merrily slashed customer service and unapologetically tossed the blame onto COVID, the irony of their switch-hitting is not lost on the casual observer. Resource and volume distribution challenges are nothing new. Back in the day, contact centre providers would largely differentiate themselves through their innovative use of technology…
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Sky’s the Limit
While COVID might be debilitating ever-increasing numbers of the population, Sky is following up with its own assault on the nation’s mental health, not to mention insulting its intelligence. The TV/Broadband company is now spitting out renewal letters with a twist. Headed, ‘We’re now giving you another 12 months of savings’, it all seems a…
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Bitter Ex
I made a trip to the opticians recently, which considering the now mandatory COVID re-engineering of processes went essentially smoothly. Professional and organised staff, hassle-free, and frames that nestled peacefully on my asymmetric features. To top it off, I saved a hefty chunk on my last similar purchase. A fat, juicy tick in the customer…
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Excuse Me
Back in the day when I was managing services in the world of outsourced contact centres, we used to love disasters. Whether it was a hapless navvy slicing through a communications cable, or a PR disaster that simultaneously sent enquiries through the roof and service crashing through the floor, we high-fived each other into joyful…
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Fraudian Slip
Remember when Dr Jenny Harries, the UK’s Deputy Chief Medical Officer, first attended the daily Government briefings? She was drowning in an ocean of kudos. Clear, articulate, and factual with ‘a measured tone’. She was, in March, an ‘unlikely hero’. Of course, at the start of this whole mess, much was unknown, and we were…
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Just Eat
I’ve been catching up with more old contacts in the outsourcing world and all the old bounders are decidedly perky. While business owners are shedding backside bricks in their silvery wake, there are only tears of joy for many managers. Furloughed but earning to the max. Absolutely creaming it. The scams are vanilla, even wafer-thin,…
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Furlough Blows
Cometh the hour, cometh the charlatan. And in business, coronafraud is not just confined to online ads by individual twicers for non-existent supplies. It’s becoming part of corporate policy. As most will know, the UK Government has stepped up to the plate and will pay 80% of an employee’s salary, up to £2,500 per month,…
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