Just last week, an associate ruefully observed “There’s no future for UK contact centres. They…
David Taylor23 November 2023
Some people love contracts, others see them as a “document of last resort”. In the…
David Taylor20 October 2023
I always think back to a certain Benjamin Franklin quote when we talk about learning,…
David Taylor15 October 2023
In the fast-paced world of contact centres, where efficiency and productivity are paramount, the value…
David Taylor8 October 2023
Let me play with the stereotypes for a moment when it comes to what different…
David Taylor4 October 2023
Like it or not, we’re in an evolutionary stage of the Contact Centre. The exponential…
David Taylor2 October 2023
I often think that managing your contact centre performance on a day-to-day basis is like…
David Taylor30 September 2023
For many the OOO (out of office) was in action over the summer, the best…
David Taylor24 September 2023
What Winter does highlight is the vice like grip the cost of living still has…
David Taylor17 September 2023
I’ve spent the last 25 years working in contact centres and in a conversation earlier…
David Taylor5 September 2023
Ofgem’s research shows that there has been a “decline in overall consumer satisfaction with customer…
David Taylor4 September 2023
A warm welcome to the newest member of the CCP Team, Harry Kitchen! Harry joins…
David Taylor31 August 2023
In the past 12 months we have seen rapid acceleration of automation and AI solutions.…
David Taylor28 August 2023
The shift to homeworking during the pandemic expedited the implementation of Teams and other messaging…
David Taylor21 August 2023
Article 3 of 3 Our third and final area to highlight is the talent shortage…
David Taylor12 August 2023
