The Unfounded Demise of Contact Centres: A Bold RebuttalIn the vast, swirling cosmos of technological predictions, there exists a particularly amusing black hole that swallows logic and spits out sensational…

As some of you may know, I’ve been refurbishing my house the last few months, and in today's fast-paced world, convenience and exceptional customer service are paramount. Companies that go…

Organising your pension can be a daunting task, and the quality of pension services you receive can make a significant difference in your financial security. Over the last few months, I’ve…

As the Former COO of NHS Direct, and Director of 111, it breaks my heart to see the state that call handling in the NHS has disintegrated into. bit.ly/3QxZXdI.

I’ve had the always harrowing experience of moving home the last couple of months, and its been very interesting to see how much Technology and People have, or haven’t, supported…

So, we had the latest Gartner Magic Quadrant report for BPO Contact Centres released a week or two ago. How much attention do organisations actually pay to it? Is it a bit like the awards, in that it means more to those in it than those not in it?

I decided it was time for a new car a few weeks ago. This should be a moment and time of excitement and joyous anticipation, but nothing could be further removed. When did buying a car from a main dealership become such a soulless, dull, de-personalised transaction? And I say transaction deliberately, because that’s literally all it was, no sense of customer experience whatsoever, just a cold and joyless process. Or maybe this is just BMW.

Went away last weekend for the bank holiday, and arrived at the hotel at 2.30pm. We were told our room wasn’t ready, and wouldn’t be ready for another hour and half. Ok, no problem we thought, we will sit and have a drink. About an hour went by, and no sign of our room, but plenty of other guests arriving and being checked in. Beginning to get a bit annoyed, I went to enquire. I thought I’d try the self-service check in, but they had all been switched off. What’s the point of having self-service check in terminals, if you’re going to switch them off, and make your guests queue outside?

When are insurance companies going to wake up and realise it’s no longer the 90s? I needed to amend 2 policies this week, both with Saga. For some reason, my wife’s car is on my policy and my car is on her policy, and they need to be swapped over. As they are both with saga, and both in the online account, you would think, and hope, this would be not on do-able, but relatively straightforward? How wrong we can be.

Am pleased to write about some great experiences this week following my house move. We are quick to share our bad experiences and call out organisations when they get it wrong, and rightly so, but I feel it’s only fair to highlight where companies have got it working really well, particularly in situations where we often expect a drama or a fight.