Over the last few days, I have spent nearly 3 hours of my life on the phone to a customer helpline. As time slowly slipped
Maybe outsourcing isn't so bad after all? Brands wouldn't be able to offer the customer service that consumers expect if they didn't work with an expert in the business and it's also creating thousands of jobs that are just getting better and better. Don't knock it.
About a decade ago, many companies in the UK pushed their customer service centres offshore to new call centres located far away - often in India or the Philippines. The aim was to save money because the captains of industry bought into the idea that distance was dead - work in call centres can be performed anywhere by anyone.
I have seen some great comments on Twitter and I'd like to use this article to give you a couple of my own ideas, hopefully so you can continue to comment with more - before Christmas I'll try compiling a list of predicted 2014 trends together that I can publish here.
These days, television programmes come round and round like race cars on a track. Gone are the days when, if you missed them, you missed them. And you can pause and rewind programmes too which means, if anyone says anything sensible, you can think about and transcribe what has been said.
Maybe, like high-tech production facilities there is a need to rethink the long-term effects of working on the same task day after day. IT was supposed to make our lives simpler and increase the range of things we could do. Some may be justified in feeling that it has helped to enslave.
Inc.com recently published a story on how to avoid outsourcing disasters. Their very first tip was to never outsource a process
NHS Direct is to close most of its call centres with the loss of hundreds of nursing and other jobs, union leaders said on
Home insurance and repairs company HomeServe has been fined £750,000 for making an excessive number of silent and abandoned
There are many reasons why the police should not be privatised, not least that an independent, publicly funded police force, free from the profit motive and accountable to the public it serves, is a fundamental plank of a civilised society. Lets not subjugate this dignified ideal to the misguided notion that the private sector would do a better job.