Contact CentresEmployees Empathy; beware of getting crushed by its weight. Like it or not, we’re in an evolutionary stage of the Contact Centre. The exponential…David Taylor2 October 2023
AITechnology It ain’t what you do, it’s the way that you do it! I often think that managing your contact centre performance on a day-to-day basis is like…David Taylor30 September 2023
Productivity 5 tips for a productive year end For many the OOO (out of office) was in action over the summer, the best…David Taylor24 September 2023
Cost of livingEmployeesWellbeing Winter is Coming – Short Days, Long Nights and Financial Worries What Winter does highlight is the vice like grip the cost of living still has…David Taylor17 September 2023
Contact CentresCXOptimisationProductivity Are transfers impacting your organisation? I’ve spent the last 25 years working in contact centres and in a conversation earlier…David Taylor5 September 2023
ComplianceCXEnergyOutsourcing New Ofgem Consumer Standards – an untimely Christmas present for the sector? Ofgem’s research shows that there has been a “decline in overall consumer satisfaction with customer…David Taylor4 September 2023
News New Team Member – Harry Kitchen A warm welcome to the newest member of the CCP Team, Harry Kitchen! Harry joins…David Taylor31 August 2023
AIAutomationContact CentresOutsourcingTechnology People still matter in an AI world In the past 12 months we have seen rapid acceleration of automation and AI solutions.…David Taylor28 August 2023
communicationsContact CentresOutsourcingTechnology Is MS Teams [adversely] impacting productivity? The shift to homeworking during the pandemic expedited the implementation of Teams and other messaging…David Taylor21 August 2023
Contact CentresInsuranceOutsourcingTechnology Navigating the uncertainty in Insurance – Talent Management and Skills Gaps Article 3 of 3 Our third and final area to highlight is the talent shortage…David Taylor12 August 2023
BPOContact CentresOutsourcingRecruitment Is your current recruitment approach fit for purpose? For lots of contact centres the recruitment and retention of frontline advisors continues to be…David Taylor6 August 2023
Contact CentresInsuranceOutsourcingTechnology Navigating the uncertainty in Insurance – Data Analytics, AI and Insights Article 2 of 3 Insurers have long since leveraged data and analytics to gain actionable…David Taylor30 July 2023