Archive for June, 2009
I’ve been thinking lately about the interface between PR and customer service, in the context of an event in which I was forced to play the “I’m a journalist” card.
Let me explain.
I try to run my micro-business like any other, despite the fact that journalists tend to be offered free support for the products they [...]
I think everyone now agrees that while newspapers in their current form are in strife, nobody wants quality journalism to disappear.
But no-one knows how to fund it.
I’ve got three ideas and in this post I want to deal with two.
1. Industries should fund journalism directly
I cover a couple of obscure industries that have little dedicated [...]
Twitter / ssharwood- ssharwood: At the #rightnow customer service conference on the gold coast. The "united breaks guitars" video shown as demo of need for social service
- ssharwood: New Order' "ceremony" is awesome. listening to it now reminds me of how I figured out the giutar part as a talentless teenager
- ssharwood: working late in a god coast hotel room before the right now call centre conference. not glamourous
- ssharwood: they said "pwned" on #Mediawatch teehee
- ssharwood: Nick Minchin says lefties want to de-industrlalise the world ? cuckoo ... cuckoo ... #4corners
- TechTarget ANZ
- Eight free IT outsourcing templates
- Five ways to boost business intelligence
- 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
- 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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