Hello and welcome to the IT PRO newsletter for Tuesday 22 July 2008.
Forgive me by not starting on something completely topical but I've just got off the phone from a company that's left me annoyed and frustrated.
First, it drove me up the wall by forcing me to listen to a seemingly endless pre-recorded message telling me about deals that I already knew all about from its website before it let me speak to an actual person. When I did get through, I was dismayed to get that pause of dead air that indicates that your call is being transferred to an overseas call centre.
Sure enough the line quality was poor - and I had to deal with a person that I could barely hear and who clearly had a limited grasp of English. After an unnecessary amount of effort, I was hit by the old trick that the deal I wanted wasn't available for existing customers.
So all-in-all, way to go on how to make a customer feel special. Is this the way it should be?
Now I won't mention name names, (oh what the heck, it was TalkTalk) but this is a problem that's an ever present bugbear for consumers, especially for banks. Just last week we reported on Barclays moving over 1,800 jobs overseas (http://newsletter.itpro.co.uk/c/1zUv0dk0CJkDabdFT), which echoes a move by our friends at Lloyds. (http://newsletter.itpro.co.uk/c/1zUvprEWqxHUkVwsG)
The good news is that there are companies out there (such as Orange http://newsletter.itpro.co.uk/c/1zUvOFZSem5bvFPft) that are deliberately swimming against that tide and making it a point of differentiation in a cut throat market, especially for customer facing roles. The plan is to try and increase the bottom line by winning business through delivering a better service rather than just by cutting costs.
Full power to them. The next time I choose a company the words, 'UK call centres' will definitely be part of my decision making process.
Is your company part of the overseas brigade or is UK specific the way to go? Let us know your thoughts on this thorny issue at the usual place - itpro@dennis.co.uk.
Benny Har-Even
Technology Editor
IT PRO
****************************************************
ServerVaultTM - The Smart, Low-Cost Comms Room Alternative
Deploy hot running, noisy VoIP switches direct in the working office, in Kell Systems ServerVault - the instant Comms Room solution that fits around you.
Combining extreme noise reduction and very high thermal capacity, ServerVault takes up a fraction of the floor space of a traditional comms room and what's more you can take it with you when you move.
For an online demo visit http://newsletter.itpro.co.uk/c/1zUwdUkO2assGq82g or call 01628 474757
**************************************************
NEWS
Latest News
http://newsletter.itpro.co.uk/c/1zUwD8FJPYPJRaqP3
Security
------
Survey claims open source is business security risk
http://newsletter.itpro.co.uk/c/1zUx2n0FDNd11UJBQ
UK forum urges deeper focus on public sector security
http://newsletter.itpro.co.uk/c/1zUxrBlBrBAicF2oD
Mobile and Telecoms
------
Analyst warns businesses off iPhone 3G
http://newsletter.itpro.co.uk/c/1zUxQPGxfpXznplbq
EU cracks down on mobile phone services
http://newsletter.itpro.co.uk/c/1zUyg41t3ekQy9DYd
Internet
------
Google tops Microsoft on brand
http://newsletter.itpro.co.uk/c/1zUz4wHkER5oTEfxN
Yahoo dissident seeks board shake-up compromise
http://newsletter.itpro.co.uk/c/1zUztL2gsFsG4oykA
Server
------
AMD ousts Ruiz as chief executive
http://newsletter.itpro.co.uk/c/1zUzSZncgtPXf8R7n
EU hits Intel with new competition charges
http://newsletter.itpro.co.uk/c/1zUAidI84idepT9Ua
Networking
------
Video: Q&A with Pankaj Manglik, chief executive of Proxim Wireless
http://newsletter.itpro.co.uk/c/1zUAHs33S6AvADsGX
British Library revamps network for digitisation work
http://newsletter.itpro.co.uk/c/1zUB6GnZFUXMLnLtK
Management
------
SCO hit with Novell court ruling
http://newsletter.itpro.co.uk/c/1zUBvUIVtJl3W84gx
IT top target for foreign investment in the UK
http://newsletter.itpro.co.uk/c/1zUBV93RhxIl6Sn3k
Client
------
Your views: Is the desktop dead?
http://newsletter.itpro.co.uk/c/1zUCknoN5m5ChCFQ7
Computer mouse faces extinction
http://newsletter.itpro.co.uk/c/1zUCJBJITasTsmYCU
Storage
------
Toshiba hard disks break areal density record
http://newsletter.itpro.co.uk/c/1zUDy4pAuNdrNRAcu
Sun, IBM both announce 1TB tape drives
http://newsletter.itpro.co.uk/c/1zUDXiKwiBAIYBSZh
Careers
------
Are there enough entry-level IT jobs?
http://newsletter.itpro.co.uk/c/1zUEmx5s6pY09mbM4
IT services and hardware spending to suffer in downturn
http://newsletter.itpro.co.uk/c/1zUELLqnUelhk6uyR
Industry & Public Sector
------
Education Roundup: Schools get IT makeovers
http://newsletter.itpro.co.uk/c/1zUFaZLjI2IyuQNlE
MoD loses 87 USB drives holding classified data
http://newsletter.itpro.co.uk/c/1zUFAe6fvR5PFB68r
------
More news
http://newsletter.itpro.co.uk/c/1zUFZsrbjFt6QloVe
****************************************************
Modeling Unstructured Data: An Independent Perspective
Managing data and metadata becomes increasingly challenging when unstructured data is added to the mix. Download this white paper written by data modeling thought-leader Steve Hoberman and learn from his practical examples.
- Why you need to model structured, semi structured and unstructured data.
- How impact analysis brings value to metadata management.
- How you can benefit from modelling unstructured data.
Click here to download the white paper:
http://newsletter.itpro.co.uk/c/1zUGoGM77tQo15HI1
****************************************************
REVIEWS
AVG Internet Security SBS Edition 8.0
http://newsletter.itpro.co.uk/c/1zUGNV72VidFbQ0uO
Its feature packed and good value but is that enough for AVG's latest business package?
MSI Wind
http://newsletter.itpro.co.uk/c/1zUHd9rYJ6AWmAjhB
As the MSI Wind lands, the final piece is the netbook puzzle slots into place. But how does it match up to its competitors?
iPhone 3G
http://newsletter.itpro.co.uk/c/1zUI1C7QkJluI4URb
It's the second coming of the iPhone, and this time it's 3G. Some say it's the ultimate phone, but is it truly fit for business?
****************************************************
Nobody likes Web Downtime
But different businesses rely on the web in different ways - and the availability of web applications may be more critical to you than to others.
Click below to indicate how much downtime it would take to really damage your company
* 1 hour
* 1 minute
* 1 second
http://newsletter.itpro.co.uk/c/1zUIqQsM8xILSPdDY
****************************************************
BLOGS
Read all of the IT PRO blogs at http://newsletter.itpro.co.uk/c/1zUIQ4NHWm633zwqL
Featured Editorial Bloggers
-----------------
Well, they would say that: fat, thin or green?
Simon Bisson & Mary Branscombe
http://newsletter.itpro.co.uk/c/1zUJfj8DKatkejPdy
Is the price of printer ink sustainable?
Dennis Howlett
http://newsletter.itpro.co.uk/c/1zUJExtzxYQBp480l
Featured Reader Bloggers
-----------------
Do people challenge your purchasing decisions?
Dave Adamson
http://newsletter.itpro.co.uk/c/1zUK3LOvlNdSzOqN8
Google Vs. Microsoft - Office Politics
Moshe Zeidman
http://newsletter.itpro.co.uk/c/1zUKt09r9BB9KyJzV
****************************************************
Want Unlimited Access To The Best Games? http://newsletter.itpro.co.uk/c/1zUKSeumXpYqVj2mI
Our new Games on Demand service enables you to play as many games as there are hours in the day. Play where you want, when you want.
Featuring all the latest top title, with new games added every week. All from just £6.95 a month.
Sign up for your free 14 day trial today at http://newsletter.itpro.co.uk/c/1zULhsPiLelI63l9v, quoting the code CUSTOMGAMES
****************************************************
FEATURES
Where will IT be in 2015?
http://newsletter.itpro.co.uk/c/1zULGHaez2IZgNDWi
You're ready to tackle the IT challenges of the next year, but what's going to happen in the longer term? What will the IT world of 2015 mean to you?
Linux - a disruptive technology?
http://newsletter.itpro.co.uk/c/1zUMv9Q6aFtxCifvS
Is Linux the disruptive technology, or is it the GNU General Public License which really shook up the open source world?
Q&A - John Stewart, Cisco's chief security officer
http://newsletter.itpro.co.uk/c/1zUMUob1YtQON2yiF
The head of security for Cisco speaks to IT PRO about application security and solving the identity problem.
IT PRO
mailto: itpro@dennis.co.uk
If you do not wish to continue receiving this email newsletter then go to the link below:
http://newsletter.itpro.co.uk/c/1zUNjCvXMie5XMR5s
© Copyright Dennis Publishing Ltd, 30 Cleveland Street, London. W1T 4JD
Registered in England with Company Number: 1138891
Posts
No comments:
Post a Comment