"As you know, by gathering and sharing such information, you are helping construct the most comprehensive resource for this industry."

This is a worth aim, trouble is very few actually pay it any heed.

Of the last 25 posts.

9 of them contain contact details only with no real answers for others to read ; ie just looking to gain business.

13 are general 'chat' about surveys with some answers.

and 3 are questions.

DOES ANYONE HAVE ANY REAL INTENT TO SWAP INFORMATION/ANSWERS OR ARE WE ALL JUST GOING TO PITCH FOR BUSINESS????

I have to admit that I think you're making a very valid point. I have no issue where people ask for others guidance on specific products\solutions in order to address business needs or for impartial advice on outsourcing for example.

But it does appear that the main purpose of the site, (which I interpret as being the exchange or ideas, the challenging of perceptions and the broadening of our collective approaches to the industry), has been greatly diluted.

This is still, far and away the best Call\Contact Centre forum on the web but it is being damaged and down-graded by the fact that the focus seems to have been lost somewhat. Perhaps we are to blame as much as those who mis-use the site, or rather take a more liberal view of its purpose and the rules of usage, since we are not adding sufficient posts to make these kind of entries just back-ground noise. But then again, it is much more difficult and time consuming to come up with a reasoned opinion\argument, which is backed up by examples and experience than it is to pitch your product or service.

Over the past few weeks I feel that this site has become a little sterile and have stopped posting myself as there appears to have been little sustained debate or argument generated by the few decent postings that have been made. Is it because it is the holiday season? I don't know. The only way it will improve though is if we do something about it.

Willow,

Oooerr looks like someone has done some brutal pruning.

"Over the past few weeks I feel that this site has become a little sterile and have stopped posting myself as there appears to have been little sustained debate or argument generated"

You are not alone in your sentiment, others I have corresponded with echo your actions and thoughts.

The aims of CCV are located on the home page....

"You will have the opportunity to learn from others and to help share knowledge. You will be one of a growing body of proactive and well-informed professionals who will shape the future of this industry."

This is something I eluded to in May when advertising was rightfully banned from the site.

It seems to me that a lot (not all) of people only want to contribute when there is something in it for them.

This site has a noble aim, for people working in a global service industry to share ideas and views, debate and develop, but this can only happen if there is a sizable group of users.

So far a lot of the new members have likely joined to advertise and now that is banned they have stopped contributing, so the challenge now is to find the 'voice' again in Call Centre Voice. How can we do this.....by telling our industry colleagues about this site, sell the benefits, if you tell 10 people and they tell 10 people then by next week the whole world would be logging on (not quite but you understand the maths). We can sit at our desks and watch the site dwindle or we can actively make a difference, the choice as they say is yours.

Err I dont think your solution is the optimum Julian,

"if you tell 10 people and they tell 10 people then by next week the whole world would be logging on "

The issue here is not about how many people join but the quality of the postings. We already have lots of joiners - see the monthly stats - its not working at present and there is no reason to assume more joiners would do anything to change this. Mostly simply post to the "where are you thread?" - (very enlightening - not!) and the rest are in it for what they can get out of it.

Its attitudes and culture that needs to change not necessarily an ever increasing membership.

PS. Every other free subscriber list I've been part of has at some point sold out to advertising ie.Why should I "sell the benefits" - I do all the legwork for the site managers to reap the rewards of advertising to their subscribers. They take the risk, they reap the rewards, I dont do it for them. Many of these sites foster a "laissez faire cooperative community feel" about them however the brutal fact remains that they operate in a commercial medium and when the commerical pressures (or incentives) are high enough the slant soon changes. Just my point of view, you of course might know different

Interesting topic, and I'm pleased that you feel strongly enough to speak out. I have been running this site for two and a half years now and despite my best efforts I too am frustrated by the continued deviations from this site's original aim (as you rightfully quoted).

However, it is no trivial task to steer such a site - everyone comes here with their own agendas and it is not possible to keep absolutely everyone happy all of the time. We take flak from some members because we don't allow advertising, and yet from others because occasionally replies of somewhat questionable 'adherance to the rules' escape our stretched resources.

This site has grown positively in its time, and many find it very useful. In fact, it serves in excess of 100,000 pages each month, usually quite a bit more.

You mention that things have deviated from our stated aims, and I concur. However, it is up to each and every one of you to steer this site, not me. Hey, there are times when I really do have to fight back the urge to retire this site, as I have personally invested hundreds, thousands of hours of my own (unpaid) time to keep this site going. I've invested massively of my self, and I am fiercely proud of how far this site has come in a short time. However, nobody should feel that they need to visit. The door to CallCentreVoice is open to anyone to enter, and equally it's open to anyone to exit.

If I could have my way, we'd have continued, productive discussion and debate and push apart the boundaries and frontiers of this industry. We'd have an active, nay, proactive membership who would want to make a difference. I'd be rewarded for my efforts by receiving emails and postcards thanking me for helping make a difference. Do you know how many people have taken the time to thank me for coming up with the concept, building the servers, writing the software and moderating the whole lot for the past two and a bit years (all for no payment other than the supposed fun of it)? Not a single person.

What makes me continue is the (perhaps misguided) notion that maybe, just maybe, this site will help turn a small portion of this industry around so that it performs better for the man and woman in the street. Or that it might just, through a trickle-down effect, change some junior operator's working life for the better.

However, to make this happen is not up to me. I am only one person and I have to eat, sleep, have a life too. It is up to all of you to contribute, to make it happen.

Or perhaps you'd not bat an eyelid if I switched CallCentreVoice off for good? I don't know - you lot will have to make that decision by using and benefitting from this site.

I'm tempted to make you a moderator just to let you see how tricky this whole thing is.

John

And another thing. CallCentreVoice has always maintained its independence, and will not sell your information nor use it in any way other than to undertake its own administration (e.g. checking email addresses exist, that sort of thing).

We intend to resist the pull of commercial bias. We may shortly introduce an optional 'enhanced' membership which will offer you more services, and allow us to continue this site. Failing that, hopefully one of our members would care to pledge us funds to help keep this site operating in an impartial, commercially unbiased fashion.

On a very serious note, we do manage to run this site on a relatively small budget - but if you like what we do we would be interested in sponsorship or bequests, bundles of cash or free yachts. Anything. We need to eat too, you know ;-)

John

John,

Thanks for the response, very informative although I'm not much wiser as to the mechanics of how CCV will achieve its aims.

Clearly you are very close to CCV and I would advise getting some distance on it before judging peoples responses as to its existence and value therein.

For my part I do contribute, you will note I frequently start off contentious debates, realising that things that sometimes concern me will concern others, frequently I'll adopt a provocative stance to enhance said debate, this in my (small world) view makes the world grow and brings opposing viewpoints closer together.

Yes I suppose after two and a half years one does have to ask oneself "What did I do it all for?" as a trainer I know only too well that no one will thank me for the training they have received yet they will all fill out the happy sheets. That doesn't mean I've done a bad job, its just human nature, they forget. But I see the spark in their eyes and I see people using knowledge and skills in the work place and I know I helped them secure a job and improve. That gives me an overfilled heart brimming with satisfaction far and beyond the halfway-out-the-door-without-a-thought "thank you". Such is the lot with many voluntary actions and groups, neighbourhood watch, hospital volunteers, parent governors, boy scouts, brass bands etc, we cant all be lifeboatmen saving lives. However I'm sure you can see there is reason to be thankful in all off them and presumably 10,000 hits is a far greater acknowledgment of recognition than a hollow generalised "thanks for the site". The world needs people who give of themselves for nothing, best not to wear it on your sleeve though, OBE's sometimes do come.

As for the aims, well perhaps there is a cross roads, you have those in the experienced market who may feel isolated and bored and those in the emerging markets who simply want to obtain work. How to square the two? Indeed is it necessary to square the two or have events in the marketplace overtaken the aims of CCV? Was it a sustainable goal in the first place? Already it has been noted that many of the threads repeat themselves time and time again (e.g.. recruitment, motivation), is the world of CCV answers a finite commodity? Will I miss it if it goes? Well that all depends what one gets out of it and users each have individual viewpoints on that. Sure its down to those who use it but without leadership apathy will prevail, having the idea and then saying 'its all over to you' misses the point if the idea needs reviewing. Let the subscribers do it for themselevs and them blame them for failure- too easy. Sure we can leave (although I note there is no 'unsubscribe' facility) and sure you could make me a moderator (I already suggested vetting the first 5 posts of any new subscriber, or adding in warning fields when they join) but neither are the answer.

So no I'm not handing out 'well done badges' (you didnt really set up CCV to get them did you?) but neither am I saying throw it all away I am saying its your baby and you can decide how and where you want it to go, most people take the commercial option and although I might complain I wouldnt blame you for it, it would certainly recompense you for your two and a half years. If I had half the chance I'd link up with a call centre magazine and market to this lot like like a man possessed, call centre articles, country profiles, legislation highlights the works. I'd do that but thats because I dont believe 'selling out' equals prostitution.

I havent sat on the fence and I've offered some solutions. There, now the responses should fly in.

John,

Appreciate the points that you have made and I along with the vast majority of other users must concede that for a Call\Contact Centre forum that is as well designed, run and administrated as this one is we are very fortunate to get it for the bargain monthly subscription price of £0.00.

I don't think that the criticism was directed at any individual however, but rather at a fluid 'group' of users who are not necessarily playing by the rules. I know when I see postings by certain users that the content is likely to be valuable, being either provocative or informative but always of value.

Likewise, when I see postings from other users I don't even bother opening them anymore.

You echo my sentiments from earlier, insofar as the only way we can sort out the issues that are arising at the moment is by proactively addressing the current demise through positive postings.

The criticism that I, and I think he make(s) is that our own little workers' co-operative becomes that bit less co-operative as people contribute less than they take. Everyone, from agent to CEO can contribute something irrespective of how little or much this may be and it is our responsibility to do so.

My suggestion is that we simple do not reply or add posts to those posts which are blatantly advertising or that are clearly posted by those who intend to make a "one-way" transaction on their account.

John & Team - For what it's worth in the light of your previous posting, thanks for your continuing and considerable efforts. They are appreciated.

I recently found this wording which may be of use to you in stemming tides.

Responses to CCV forum MUST provide helpful comments to assist both the questioner and other interested readers which must be visible on the site. Blatant promotion of your own business services and postings which ask the questioner to simply contact offline, without providing helpful information on the forum itself will be removed.