Comic: Call Center Analytics - InformationWeek

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Commentary
3/23/2015
10:36 AM
Brian Moore
Brian Moore
Commentary
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Comic: Call Center Analytics

Call center profiling and analytics is serious. But this isn't.

Make sure you avoid "About to have a stroke Albert."

Brian Moore is a cartoonist and illustrator. His first brush with the world of IT was a very part-time gig applying software patches on a TRS-80 Model III. The patches were about four lines long and arrived in the mail, typed on letterhead. He has since moved on to computers ... View Full Bio
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StaceyE
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StaceyE,
User Rank: Ninja
5/31/2015 | 2:09:57 PM
Re: call center
@ Technocrati

I agree with you completely. Sometimes the cost just doesn't matter so much anymore when enough is REALLY enough~!
Gigi3
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Gigi3,
User Rank: Ninja
5/8/2015 | 4:21:02 AM
Re: call center
"Of course those that I have most issue with out rank me in the organization so I was destine to come out on the short end, but sometimes you have to stand up for common sense, decency and principle no matter the cost. "

Technocrati, when you apply all these you becomes more acceptable to your management and peers. I mean a popular employee
Gigi3
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Gigi3,
User Rank: Ninja
5/8/2015 | 4:16:23 AM
Re: call center

"I hear you and could not agree more !  You cannot be afraid to go against the grain, to thine own self be true !  And maybe, just maybe you can make a difference, but if nothing else you can look yourself in the mirror and know what you see is real."

Technocrati, if you feel that you are right and correct, you can always act/work as a correction factor.

Technocrati
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Technocrati,
User Rank: Ninja
5/1/2015 | 12:52:50 AM
Re: call center

@StacyE    Hear !  Hear !  I am an amendable person most of the time, but that is not enough for some, the only difference is over the last few years I have decided enough is enough !  

Of course those that I have most issue with out rank me in the organization so I was destine to come out on the short end, but sometimes you have to stand up for common sense, decency and principle no matter the cost. 

Technocrati
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Technocrati,
User Rank: Ninja
5/1/2015 | 12:44:22 AM
Re: call center
" ....for certain things, we have to stand against the flow. Otherwise we may also fall into such wrong practices."

 

@Gigi3    I hear you and could not agree more !  You cannot be afraid to go against the grain, to thine own self be true !  

And maybe, just maybe you can make a difference, but if nothing else you can look yourself in the mirror and know what you see is real.

StaceyE
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StaceyE,
User Rank: Ninja
4/30/2015 | 1:11:02 PM
Re: call center
@ Technocrati

Haha, yes it can become easy to go from calm and relaxed to ready to choke someone when they reat you like an idiot!!
Gigi3
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Gigi3,
User Rank: Ninja
4/24/2015 | 2:26:13 AM
Re: call center
" It is the problem business and management seem to continually be a victim of.  This perceived tradition has done more harm than good."

Technocrati, for certain things, we have to stand against the flow. Otherwise we may also fall into such wrong practices.
Gigi3
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Gigi3,
User Rank: Ninja
4/24/2015 | 2:23:12 AM
Re: call center

" Indeed.   We have to set the example.   Nothing better than making someone laugh who is dead set against it.   I am starting where I am - You start where you are and we'll meet somewhere in the middle. You'll know you are getting close to my assault when you hear laughter in the distance !  : ) "

 Technocrati, that again how you can make others laugh and comfortable with them.

Technocrati
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Technocrati,
User Rank: Ninja
4/17/2015 | 2:51:50 AM
Re: call center

@Gigi   Agreed.  It is the problem business and management seem to continually be a victim of.  This perceived tradition has done more harm than good.  It is the main reason I can't stand looking or hearing about the Royal family for example. In the US, news channels are determine to use to the nightly news to waste 5min of my life talking about them.  Why do I care about them ?  I don't but many do and that is the mentality that those in upper management have.  They think they are royality, as if that is something to aspire to.   

Since I don't believe they are any better than anyone else  why should I pretend to act like it ? No. I won't be meeting any Royal anytime soon. I am sure.  And that is a good thing.

But it is this kind of feudalistic tradition that is a cornerstone of traditional American business thought and practice.   And many buy into it.  I know my view is probably considered radical by some but it shouldn't be.   

Technocrati
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Technocrati,
User Rank: Ninja
4/17/2015 | 2:36:19 AM
Re: call center

@Gigi   Indeed.   We have to set the example.   Nothing better than making someone laugh who is dead set against it.   I am starting where I am - You start where you are and we'll meet somewhere in the middle.

You'll know you are getting close to my assault when you hear laughter in the distance !  : ) 

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