The Evolving Role of Customer Service: Your Questions

While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft.

That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years.  The first webinar was on the evolving role of customer service and how it is going to look in the next decade.

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Resurrecting the Dead Horse Theory

I challenge you think about things differently in 2019.

What got us here won't get us there, right?

I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 article in the Guardian, that I felt needed to be resurrected. I had never seen this before.

You can read the article by clicking the link above, but here it is in its entirety. I guarantee that you'll nod your head and chuckle embarrassingly as you read it!

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Why Smart Companies Put People First

In the go-go eighties, Dunlap’s enthusiasm for aggressive cost cutting and massive layoffs made him a corporate superhero. His subsequent indictment and conviction on fraud charges led business people to question his character, but not necessarily his methods.

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Why Are Fire Engines Red?

Do you know why fire engines are red?

When I was a kid, my siblings, cousins, and I used to have fun tripping up on the answer to this riddle (or anti-joke, as it's apparently referred to) about fire engines. Have you ever heard it? It goes like this.

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On Productivity

Post by: Sigurd Rinde

"Productive effort, measured in terms of the rate of output per unit of input"

And I bet you that the next word that is popping up in your head now is efficiency: "Achieving maximum productivity with minimum wasted effort or expense"

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Elegant Organisations? Daily Simplicity? Fugetaboutit!

by: Sigurd Rinde

"Entia non sunt multiplicanda praeter necessitatem"

Occam's razor keeps it simple - "entities must not be multiplied beyond necessity". Or in short form; simple is better.

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Do Something Instead of Doing Things to Get Something Done

by: Sigurd Rinde

What if we could shift the whole world to renewable energy sources, feed and educate all children at no extra cost nor resource use? 

What if you could double your bottom line without cutting costs?

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Is Six Sigma an Enemy of Design?

A while ago I worked with a colleague that was a huge fan of Six Sigma. Six Sigma is a set of statistical and analytical tools use to measure and track the efficiency of a business or operations. My colleague was fanatical in improving the quality control of the organization and introduced all kinds of Six Sigma control points, or “gates” into the development process. He succeeded in creating a firmer structure in the process, but unfortunately, this new system created a lot of drag in the small organization.

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The Fallacy of IT Productivity Tools

by: Sigurd Rinde

Good thing we humans are flexible, able as we are to handle all kinds of tasks with sometimes far too little training.
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The New iPod Shuffle: I'm Sorry, but What's the Point?

by: Design Translator

I had a little shiver of anticipation when I heard from a colleague that Apple had released a new iPod Shuffle. What did the boys from Cupertino think up next?

When Apple’s homepage finished loading up, my immediate response was “What the hell is that?”

Also suitably confused I asked myself “Why”?

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