Archive for January, 2011
An interesting contradiction reported in How to get an Olympic seat.
THE ADVICE: Apply for lots of tickets, but beware if you get them – you will have to pay for all of them.
“The official advice is that to maximise your chances of getting tickets, you will need to apply for lots of things. But be warned: if you get everything you apply for, you are committed to buying all those tickets“
Won’t that just encourage a secondary market for scalpers?
“It will be illegal to sell tickets for a profit, unless you are an authorised partner, … So if you put tickets up on, say, eBay, you will be committing an offence. However, London 2012 is developing an online exchange through which people can resell them.“
I hope the online exchange is up and running and road tested well in advance of tickets going on sale.
“We were put on this earth to make relationships,” “Why should call centres be any different?“
Call centres: can we learn to love them? offers an interesting case study from the award winning British Gas Call Centre. Operators (oops customer service agents) are taught to make judgments regarding callers based on the Myers-Briggs system and adapt their manner accordingly.
“Myers-Briggs dictates there are four personality types: the brisk “controller”, the sensitive “feeler”, the intelligent “thinker”, and the joke-telling “entertainer”. Customers reveal these traits … through their tone or their choice of words, and agents modify their conversation to fit.“
Segmentation of customers at initial service level, gee it makes sense.
Another item of interest is GetHuman that reveals which keys to press to bypass option menus for a majority of major product and service call centres. GetHuman was “started in 2005 by Paul English, now the CTO and Co-founder of Kayak.com Travel Search Engine. It began as a single web page on Paul’s personal web site, and was at first called “The IVR Cheatsheet”.“
square has launched the smallest credit card swipe I have seen. It inserts into the headphone jack of your phone and then you download the free app that process credit card payments right on your phone. Currently, all you do need a U.S. bank account, a social security number, and a street address. My guess is it won’t be long till we see this available in other countries.
While wireless mobile credit card processing machines are not new, this is certainly a simple and cheap alternative. I wonder what is next?
Read full article online How to Accept Credit Card Payments on Your Phone: Just Swipe It