Happy New Year! I know, I know, it’s a little bit late, but then, I’ve been busy updating the site - and hopefully giving it more appeal to a wider audience.

Now that we’re into another year, I thought it would be interesting to find out whether any of you have made any plans or resolutions which might affect the way that you run your call centre. Have you, for instance, decided to go with a particular technology, or try new agent incentives? Perhaps you’ve decided to reorganise or even expand your existing call centre.

On the other hand, is your department facing tough decisions? How are you coping?

On a personal level, have you decided to get fit, or give something up? Perhaps you fancy picking up a new language (I do; to my embarrasment I am a one language kind of guy, and I’d love to be able to pick up a foreign language and use it). Maybe you want to switch jobs, change career or even do voluntary work. If so, I want to hear about it!

Myself? Well, apart from aiming to pickup Italian, do more running and less drinking (to help me shift a stone or so) and complete my move to Apple, I’ve nothing radical planned. My wife wants a holiday to Maccu Picchu in Peru, so that’s the big goal for the year, though I’d be happy with just shifting that gut!

Anyway, over to you guys and gals… please, talk to me! [Note: due to comment spam, we have switched on the ‘moderator approval’ facility, which means it may be a short while before we get round to checking that your comment isn’t spam. We had a bit of this just before Christmas - and annoying it was too.]

John