Archive for September, 2008
For more than five years, I have asked vendors and their PR companies not to send me unsolicited press releases.
I don’t really need them and I was sent so many, they became an irritant. Most are drivel.
So I decided to do without them.
I’ve had to be a bit prickly about it, but I think the [...]
Four interesting perspectives on media today. One came from Laurel Papworth, via The Australian’s Mark Day and
I read Phil Gomes’ post about this OpEd from the SMH’s Paul Sheehan today with considerable interest.
The Mark Day piece describes how most news requires little effort for publishers to produce, but is of little value to readers. Day [...]
One of my activities is running a podcast about call/contact centres and customer service. On the most recent episode, I look at some new data from callcentres.net that suggests contact centres are getting better at generating revenue on the phone.
The thing to understand about this trend is that it does NOT refer to telemarketing. Instead, [...]
Twitter / ssharwood- ssharwood: Mr 7 launched his curatorial career today with "sculptures by the bed"
- ssharwood: @ScottRhodie bother! Hope u get well
- ssharwood: Enjoying an extraordinary anniversary dinner with @elissabaxter at Neil perry's spice temple, which is full of utter win. 11 years good too!
- ssharwood: Safari is a pice of shit, doohdah, doohdah. I'd like to get rid of it, oh doohdah day
- ssharwood: I just saw a man wearing the number two headband. Should I attack?
- TechTarget ANZ
- Three ways Lean processes can improve your BPM effort
- The pain of SOHO IT
- Twelve free project management templates
- CIO: Don't attempt BPM system without mapping process flows
- Seven jobs to launch your business process management strategy
- Six mistakes that make SOA implementations fail
- Adopting agile development methodology is a stretch, but the exercise pays off
- Chapter download: Find new value in your IT
- How to pick a server virtualization vendor
- Microsoft promises easy upgrade when SharePoint 2010 beta lands late this year
- What I’m listening to
- Smart Call Podcast
- Smart Call # 70 - Travel and analytics advance agentsOn this show, we have a look at two unusually advanced ways to improve agent performance. The first comes in our main presentation, which comes from Paul Cahill, General Manager Customer Service at Internet Service Provider iiNet, which operates contact centres in Australia, New Zealand and South Africa. Paul explains how iiNet works to build a consistent [. […]
- Smart Call #69 - Who’s the boss?In this episode of Smart Call, we ask: Who’s the Boss? And we do so in two ways. First up, we have Dr. Catriona Wallace of callcentres.net sharing the results of her firm’s annual Australasian Benchmarking Report with us. Catriona finds that call centre bosses have some happier challenges at the moment, because fewer workers are leaving [...]
- Smart Call #68 – The geek show!This episode of Smart Call gets geeky as we talk to two IT strategists. But don’t worry that we are going to go all dry and technical on you! Instead, we have a fascinating presentation from Genesys’ G-Force about the future of customer service, from Bill Peer, a Vice President for Enterprise Architecture at the InterContinental [...]
- Smart Call # 70 - Travel and analytics advance agents
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