Welcome! I'm a quality assurance guy in the tech support/customer service industry, former e-business/politics student, and closet Man United fan. Here you'll find links to all my social network pages, blogs etc. Feel free to contact me using the link at the bottom of the page. Thanks for visiting!
The background image is owned by Oliver Hunter and is licensed for reuse under the Creative Commons Attribution-ShareAlike 2.0 license.
I’ve been playing Max Payne 3 on and off for the past week and one of the things that really sticks out is the amazing soundtrack. Here’s a song called Tears that’s recognizable from the launch trailer.
This is based on The Power of Habit by Charles Dugigg. It’s a cool video. I tend to like things with kinetic typography but it’s got some interesting ideas as well. I’m looking forward to reading the first chapter on my Kindle.
I came across this a few months ago and it popped up again today. It’s from one of my favourite blogs You Are Not So Smart, and it perfectly sums up why we I get nothing done in our free time.
“… productivity is a game of cat and mouse versus a childish primal human predilection for pleasure and novelty which can never be excised from the soul.”
The name came from a Wu-Tang Clan name generator, courtesy of The Huffington Post. Other suggestions included:
- Actively managed, lead, motivated and developed a team of IT phone and email support specialists.
- Led, planned, coached, managed performance, allocated work and motivated the team to achieve SLA’s and KPI’s.
- Involved in developing systems, processes and team members to achieve superior levels of service enhancing the client relationship.
- Was responsible for new hire customer service training and quality assurance training.
- Delivered training via group sessions and daily one-to-one feedback sessions.
- Investigated and reviewed customer service cases and drove customer satisfaction scores in line with company and client targets.
- Provided support, coaching, and feedback to agents via one-to one quality reviews and group sessions.
- Advised agents in relation customer technical issues.
- Delivered product training to new starts and refresher training to tenured agents.
- Also built the department’s internal knowledge base and training website.
- Provided technical support to SMEs and other organisations.
- Helped customers to troubleshoot complex technical issues via phone and email.
- Gained experience with Salesforce.com, trained to use WebEx remote administration software.
- Provided key support to the Senior Management Recruitment team through the delivery of three projects.
- All projects met objectives and were delivered on time.
- Used initiative to carry out additional work that was of benefit to the organisation.
- Involved in a variety of other tasks that arose in the course of the team’s management of recruitment campaigns.
This blog was maintained as part of my masters degree course, which is now completed. As such there won't be any new posts appearing here.
However the existing posts have links to some interesting content so I'm going to leave them up for posterity. :)
Just a quick update. Things have been a bit chaotic with UCC going the way of Atlantis and I've got exams to study for, so I'm putting the posts on The Long Tail on hold for a while.
I'll still try to put up content over the next few weeks, but it's going to be pretty brief stuff.
Hopefully I'll be able to make regular posts again soon.
I just got my invitation to Google Wave tonight so I'll be trying it out over the next few days. I'll do a blog post about it once I familiarise myself with it.
Also, I'm allowed to send out a limited amount of invitations to people so leave a comment with your email address if you'd like an invite.