Author Archives: sjlambert
Ofcom regulations on silent and abandoned calls come into force
From 1st February 2011, Ofcom’s revised guidance on silent and abandoned calls generated by automated diallers came into force along with an increase in fines for persistent offenders from £50,000 to £2,000,000. As reported back in June last year (http://qology.com/2010/07/qologys-callback-solutions-fully-compliant-with-ofcoms-guidance-on-silent-and-abandoned-calls), Qology’s callback …
First Direct, John Lewis & Waitrose provide the best customer service, according to Which? survey
As a customer of all three organisations it was no surprise to me to find First Direct, John Lewis and Waitrose holding the top three spots in a recent Which? survey on customer service. First Direct continues to differentiate itself …
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Why a centralised contact centre for booking doctors appointments is a good idea
Today’s news reports on a proposed method of cost cutting in the NHS – the centralisation of GP appointment bookings – have so far been accompanied by much criticism from patients, doctors and – of course – the army of …
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