CXExperience economy CX within the experience economy Consumer access to brands has undergone a paradigm shift since the 1990s, with the advent…David Taylor27 September 2022
BusinessSupreme Court Harpur Trust v Brazel The long-awaited decision of the Supreme Court in the holiday entitlement and pay case of…David Taylor20 September 2022
AIContact Centres How to grow a wildflower meadow in your contact centre Summer is over and my annual attempt to turn what was once a space to…David Taylor13 September 2022
Technology Not everything we see turns into gold Understanding the role of sales in any organisation is not a complex thing. Keeping the sales…David Taylor2 September 2022
Contact CentresThreats The Triple Threat Contact centres have faced numerous well documented pressures over the years, but have been on…David Taylor26 August 2022
BusinessStartups Unicorns The term, first coined in 2013, initially was used to emphasize the rarity of such…David Taylor23 August 2022
BusinessCost of living Cost-of-living crisis at work We do not like talking about money. That’s one of the key findings of Wagestream’s State…David Taylor16 August 2022
BusinessCost of living Cost of living and salaries crisis Are you responsible for a contract centre operation? Got enough on your plate just now…David Taylor9 August 2022
BusinessTUPE Did the tide turn on TUPE? I have a belief that most things in life or business are what I would…David Taylor4 August 2022
BusinessOutsourcing Helping hand It’s perhaps an understatement to say that we live in changing times. Adjusting to a…David Taylor1 August 2022
BusinessOutsourcing Hello Kosovo! Walking in the streets of Pristina, you may be greeted by one of the locals…David Taylor29 July 2022
healthcareWellbeing Sick Note Legislation Under new legislation introduced on 1 July, a wider range of healthcare professionals (HCPs) –…David Taylor27 July 2022