02 October 2002

Specialization is for insects A paean to generalists: A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly. Specialization is for insects. – Robert A. Heinlein, Time Enough for Love, 1973 11:14:37 PM     comments

3% of UK will work in call centres by 2007 Centres with 10-30 Agent positions are the fastest growing segment, and 3% means 470,000 APs. HLT Central's comment is Not-if-speech-technology-can-help, but speechrec will help many CCs automate low-value calls - allowing APs to focus on high-value, rather than necessarily removing bodies from seats. 1:35:42 AM     comments

Vodafone whacks 90 and Vizzavi brand As expected, the Vizz name is to be quietly replaced by "Vodafone Live!". 1:30:13 AM     comments