Contact centre employer of choice

CC Employer of ChoiceOne of the bright lights at this week’s poorly attended ICCM trade show in Toronto was Jeff Doran, president of Contact Centre Employer of Choice, a consulting firm that evaluates and certifies workplaces.

Jeff recognized that there is a wide variation in the working conditions for call centre employees – from sweat shops with staff crowded around folding tables in boiler rooms, through the professional call centres that are more typical of the major carriers and service providers.

His firm provides a certification program, enabling clients to use the ‘Employer of Choice‘ brand in their recruiting and perhaps allowing companies to more easily attract employees who actually want to come to work.

Call centres are the first voice heard by customers for most companies. Happier, more satisfied workers present a better corporate image, resulting in happier, more satisfied customers.

That means less churn of employees and lower churn of clients: both resulting in lower costs.

Why not get certified?

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Another phone outage

A Bell Canada central office experienced flooding on Friday, caused by a broken water main. The problem has knocked out service to about 7,000 customers, including the call centre for a major pizza chain.

This marks 2 weeks in a row for major service-affecting outages. Alternatives are available. Customers in both the private and public sector need to examine strategies keep working when disasters strike.

Content blocking in Denmark

A Danish court has ordered Tele2 to block its customers in Denmark from access to Russian music seller ALLOFMP3.

Despite the ruling applying only to the one ISP, the ruling is significant. Tele2 is an operator in most Western European countries, with the exceptions of Finland and the UK.

Ib Tholstrup, a spokesperson for the Danish telecommunications industry association, was quoted saying:

This is unknown territory for us, and it is the same as if the Post Offices should read all the letters they are handling. I deeply condemn this verdict.

I disagree with Tholstrup’s analogy. It does not appear that the court asked Tele2 to look at the music being downloaded. That would be analogous to the post office reading the mail. What the court said was more analogous to telling postal workers to look at the return address and not deliver letters marked as coming from a specific business.

Another report suggests that ISPs will now be asked to make judgement calls on whether content is illegal:

If upheld, it could open ISPs in Denmark to a flood of complaints from companies, industry groups, and individuals, asking the ISP to block access to material deemed offensive or illegal, even if no court has yet ruled on legality.

They are missing the point. A court did rule that the ISP should block the site. Period. The ISP was not asked to look at content and make a determination that it is illegal. The court made that decision for them. The ISP, Tele2, just needs to do it.

Your views are welcomed.

Bloc: Balkanizing telecom regulation

HansardIt is a sport in Canada to poke at the CRTC. As much as telecom insiders and the public alike enjoy griping about the telecom and broadcast regulatory authority, there is almost unanimous agreement that Canadians are better off with a single national regulatory authority, as contrasted with having to deal with 50 state Public Utility Commissions on top of the FCC in the US.

Michael Geist points out an interesting exchange in the House of Commons from Thursday. It seems that someone at the Bloc Quebecois remembered that the current Minister of Transport, Lawrence Cannon, was Quebec’s Minister of Communications in a previous life, and realized that he may have said things in the past that could come back to haunt him. The exchange included many familiar faces including former CRTC Commissioner (the current Heritage Minister) Bev Oda.

Here are some excerpts from the Hansard:

Since the government is no longer interested in regulating telecommunications, why does it not just transfer its telecommunications authority to the Government of Quebec?

Mr. Gilles Duceppe (Laurier—Sainte-Marie, BQ)

Mr. Speaker, this government will continue to act responsibly towards all industrial sectors, including telecommunications. This government already has a good economic record and will continue to work with the telecommunications industry so that, like all industries, it benefits from that record.
Mr. Jason Kenney (Parliamentary Secretary to the Prime Minister, CPC)

Mr. Speaker, that does not answer the question raised.

I would like to quote from a document of the Quebec communications department, when the current federal Minister of Transport served as its minister.
“Quebec must be able to establish the rules for operating radio and television systems, and control development plans for telecommunications networks, service rates and the regulation of new telecommunications services.”
Will the government follow the advice of its Minister of Transport and transfer telecommunications and broadcasting responsibilities? This could be done through an administrative agreement, for example.

Mr. Gilles Duceppe (Laurier—Sainte-Marie, BQ)

Mr. Speaker, I believe that the Leader of the Bloc Québécois should also add that the Supreme Court of Canada ruled in this regard with the Guèvremont decision, which confirmed federal authority over communications.

Hon. Lawrence Cannon (Minister of Transport, Infrastructure and Communities, CPC)
* * *

Mr. Speaker, let us come back to the former communications minister in Quebec and current Minister of Transport who wrote in a discussion paper on telecommunications that Quebec should have full jurisdiction and use a single regulatory body.

People who once made such remarks ought to believe in what they said for the rest of their life.

In light of the fact that his colleague at Industry asked the CRTC to regulate telecommunications as little as possible, does the Minister of Transport intend to press him to have the responsibility for telecommunication regulations in Quebec delegated to the Government of Quebec?

Mr. Paul Crête (Montmagny—L’Islet—Kamouraska—Rivière-du-Loup, BQ)

Mr. Speaker, as everyone knows, today’s communications world is not only provincial, it is national, international and global. That is why we believe it is in the interests of Canada to have one unified voice for Canada while respecting and acknowledging the special needs of every region and province in this country.
Hon. Bev Oda (Minister of Canadian Heritage and Status of Women, CPC)

I don’t think the Industry Minister’s intent is to lessen telecom regulation by relegating (Balkanizing?) federal authority to the provinces.

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Does the internet suck?

I think the cover story of this week’s Maclean’s magazine, with an attention grabbing headline like “The Internet Sucks“, is good reading. Before you start thinking that Maclean’s must be one of those typical old-economy, main stream media dinosaurs, remember that Maclean’s is part of Rogers Publishing, owned by the same folks who bring you, ummm…, the internet on cable.

The magazine and author have been vilified in many blogs for taking a contrarian view. Of course, the majority of people who blog have a somewhat religious fervour toward all that is e-nabled or i-nterconnected.

I wanted to wait until I actually read the story by Steve Maich before commenting on it. Many bloggers couldn’t be bothered to go to the source material, because that would have meant paying for the print edition. [It is now available on-line.]

One of my first observations is that the inflamatory nature of the promotional headline (“The Internet Sucks”) and the Maclean’s press release succeeded in: a) attracting lots of attention; and, b) proving some of the positions advanced by the author.

A point from the article:

In a 2001 paper, Cass Sunstein, a professor at the University of Chicago Law School, described the “echo chamber” effect of blogs and message boards. Rather than fostering debate, moderation and common understanding, he argued, these sites have contributed to the polarization of our political culture. People gravitate toward sites that reflect their established point of view, and once comfortably ensconced in their political echo chamber, the participants take turns preaching to the assembled choir, reinforcing each other’s ideas and biases, and denouncing anyone who might disagree.

Rather than promoting open discussion and greater understanding, the Net has fed the cynical perception that every form of traditional authority is based on lies and corruption. The much-hyped free market of ideas is a world in which the loudest and most outrageous assertion dominates the discussion. Everybody believes they are being oppressed by those opposed to them. The truth is what you already think it is, and nobody can be trusted.

Blogs citing blogs. Rankings based on counting links to a blog. Can we value user rankings such as Digg? Is it sufficient for news to be popular? Are we sacrificing accuracy and quality of the written word?

Articles attract a good ranking because of an alignment of a story with what people want to hear or hear about. In a Digg-ranked world, ice cream shops might only carry 3 or 4 flavours. Those 3-4 flavours may not include vanilla or chocolate, because in a Digg-ranked world, traditional is often evil – and we seem to ignore the unwashed masses. Allow me to put in a good word for Muskoka Maple Moosetracks.

Hyperbolic headline aside, the Maclean’s cover story is worthwhile reading, and fodder for discussion over the weekend. What are the greatest achievements delivered by the internet? Not just the web and new media. I’d like to hear your views.

But read the whole article first. Maybe even pay for the magazine, even if that means supporting MSM’s tired old business model.

Author Steve Maich defends his honour at Mark Evans‘s blog. Read the pieces by Steve & Mark and be sure to look at the comments as well. It seems to me that if blogs on the Internet provide a Speaker’s Corner, the audience seems quick to throw eggs at speakers that don’t conform with a non-conformist agenda.

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