Tag: Technology

• 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…

  Max Frances

  Jul 20, 2025

  Business, Entertainment

  AI, Andy Byron, Astronomer, CEOs, Chris Martin, Coldplay, Contact Centre, Epstein, HR, Kristin Cabot, Technology, Trump

• False Positive

  

  We have come to realise that online connectivity made the world a smaller place, but it is becoming more of a stretch to see social media as a positive? That is not so say that it has no advantageous features, but to me, it’s been long merrily frankensteining. The overriding challenge is that the pace…

  Max Frances

  Nov 25, 2020

  Business, Health, Mental Health, Social Media, Society

  Algorithms, Business, Crime, Economy, Facebook, Health, Mental Health, Post-Fact, Post-Truth, Social Media, Society, Technology, Twitter

• Levelling on Service

  

  Back in the not so glorious days of the outsourced contact centre boom, we all had one objective in our crosshairs. And that was hitting the SLA. There was largely one channel (telephone) and an essential part of service meant that you picked up the call and did so quickly. Failing to pick up would…

  Max Frances

  Nov 21, 2019

  Books, BPO Contact Centres, Complaining, Customer Service, Freaks, Management, Retail, Society

  BPO, Complaints, Customer Experience, Customer Satisfaction, Customer Service, Customers, CX, Flypaper for Freaks, Retail, Retail Freaks, Service, Service Delivery, Technology