Articles - James Lawther

James Lawther is Director at Squawk Point Consulting, and Author of ‘Managed by Morons: The Path to a Thriving Organisation’.

James has spent 33 years in corporate Britain. He has packed frozen peas, processed credit applications, keyed data, paid claims, stacked shelves, made sweets, collected taxes and answered thousands of phone calls.

He either has a wealth of experience or cannot hold down a job. If the latter is true, his articles aren’t worth your time. The only way to find out is to read his Call Centre Helper articles below or try his blog and decide for yourself.

Connect with James on LinkedIn

Working out agent happiness concept with faces in magnifying glasses
Want to Find Out How Happy Your Agents Really Are? Here’s How!
Customer Service Agents With Headsets Working In A Call Center
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Staff surveys concept with people sitting on row of chairs holding speech bubbles
29 Ways to Transform Your Call Centre Staff Surveys
Compass and wooden tag written with CHANGE on grey background.
How to Manage Big Changes Well in the Contact Centre
Bored and unmotivated worker
35 Surefire Ways to Demotivate Your Best Agents
Person sat a desk with headphones, laptop and pen- monitoring concept
A Quick Guide to Call Listening
Sharing ideas and learning concept with people looking at icons
12 Inspiring Tactics for Sharing the Call Centre With the Wider Company
Customer Strategy & Planning Conference
13 Things We Heard at the Customer Strategy & Planning Conference
Pillars in the clouds
The 10 Pillars of EX (Employee Experience)
Sales and Operations Planning concept
What Is Sales and Operations Planning (S&OP)?
Vision, Business Concept
Getting Started With Customer Service Mantras and Vision Statements
James Lawther What I've Learned Featured Image
What I’ve Learned From Working in a Contact Centre – Saving Money
What Does Good Customer Service Look Like?
Best Respected Awards – The Results
Speed up Complaint Handling in a Multi-Channel Contact Centre
What Is a Simple Way to Ensure Customer Loyalty?
How can the public image of call centres be improved?
10 ways to improve morale in the contact centre
The seven deadly sins of measurement