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Stuart Lauchlan
Member Since: 19th Dec 2001
Stuart Lauchlan
co-founder diginomica
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My answers

23rd Feb 2005

"There's the other side of this story where a radio presenter from Power 99 FMin the US made a call to a call center in India and called the rep a b**ch and a filthy rat eater. To add insult to injury, this was aired on air and you could hear people laughing and applausing the act. Now, all those self styled prophets of anti-outsourcing, don't you think you got to get your house in order before slinging muck at people who are thousands of miles away from you and perform your job much better than you and probably do that in just a sixth of what you cost? Think about it."

Which is truly appalling and tell us all we need to know about US Shock Jock radio, but I'm at a loss as to see what wider point such an incident makes. Again there seems to be a knee-jerk assumption of some form of incipient racism in objecting to being badly treated by an offshore call centre operative. I say again - I don't care if they're in Bangalore or Bognor, I just want to be treated with customer care, respect and attention. If that' best done in India, fine. If it's best done in Eastern Europe, really don't care. But if you've gone for a cheap option and the end result is bad service, then as a customer I have every right to complain regardless of the accent at the other end of the phone. Think about that.

Reply to
Rattling the cage
8th Dec 2004

...is an interesting idea. I tried that once. But because my home address and my work address are the same, the person I spoke to said I couldn't proceed any further - because I didn't have a work address! She wouldn't be moved on the subject. Perhaps First Direct has improved since then but the girl in the call centre didn't seem ready to deviate from her prompt script on that occasion.

Reply to
Slaves to the machine
7th Sep 2004

...the CRM vendor is Chordiant

Reply to
BSkyB set to sue over failed CRM project
7th Sep 2004

...the CRM vendor is Chordiant

Reply to
BSkyB set to sue over failed CRM project
7th Feb 2003

I''m at a loss as to why you should assume that enterprise software topics will not include all the points you've mentioned. We have no intention of reinforcing any of the misconceptions you mention, quite the opposite in fact. Perhaps criticism of the new direction might profitably wait until the site itself has been opened up for everyone to see what it is that they are criticising. Or not, as the case may be.

Reply to
All Change
1st Feb 2003

Actually I have a 3 year Applecare support package that cost me dearly. But even if I didn't, if Apple's argument - as you seem to explain it - is that the first line drones should leave customers with systems that don't work just because it's too much trouble to fix them, isn't that an absolutely appalling example of inadequate CRM?

Reply to
Rotten to the core
30th Jul 2002

...as I am to open up a discussion about sexual politics, it should be noted that Apple is to its immense credit one of the most forward thinking IT companies in terms of promoting equal rights for its gay employees. This has always been the case, with former CEO John Sculley leading the equality march on Washington in the1990s.

Other firms have much to learn from Apple in this respect. Whether the young man currently fronting Dell's US advertising is an attempt to pick up some of the pink dollar remains a mystery to those of us outside the States, but it wouldn't be a half bad idea if Dell is chasing that revenue, now would it?


Reply to
Apple and Sun team up to bash Office
30th Jul 2002

...as I am to open up a discussion about sexual politics, it should be noted that Apple is to its immense credit one of the most forward thinking IT companies in terms of promoting equal rights for its gay employees. This has always been the case, with former CEO John Sculley leading the equality march on Washington in the1990s.

Other firms have much to learn from Apple in this respect. Whether the young man currently fronting Dell's US advertising is an attempt to pick up some of the pink dollar remains a mystery to those of us outside the States, but it wouldn't be a half bad idea if Dell is chasing that revenue, now would it?


Reply to
Apple and Sun team up to bash Office
23rd Apr 2002

Reading between the lines, this seems to suggest that CA is getting ready to dump various business units. If they all have their own P&Ls, that will make it all the easier. As an Accpacc user, that makes me feel a bit nervous. How long before that's completely off-loaded?

Reply to
CA-World: Apps business isn't visible enough, says CEO
23rd Apr 2002

Reading between the lines, this seems to suggest that CA is getting ready to dump various business units. If they all have their own P&Ls, that will make it all the easier. As an Accpacc user, that makes me feel a bit nervous. How long before that's completely off-loaded?

Reply to
CA-World: Apps business isn't visible enough, says CEO
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