The title of this superb track by Diana Ross and the Supremes would make a great choice for callers waiting in queues to speak to operators. Just as supermarkets use psychology to keep people in store and website designers organise material to keep visitors on the site, call centres employ a number of tactics to…
DetailsOn Pi day we celebrate the birthday of one of the greats. This is a picture of Einstein’s desk taken on the day of his death in 1955. According to Albert Einstein “if a cluttered desk is a sign of a cluttered mind, of what then is an empty desk a sign?” Definitely someone who…
DetailsAll companies send out sales messages in an effort to attract new business. These messages say more about your organisation than you might realise and certain types of messages can put people off. Sales messages broadly fall into three categories: shame, agitate and inspire. The Shame messages It can be tempting for companies to put…
DetailsHow can it be that in 2017 we’re still kicking around this old can? In an attempt to block nuisance calls BT have launched BT Call Protect for BT customers only in the last week or so. Now seems a good time to examine how it all started and why this problem will not go…
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