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All Posts By

David Taylor

ComplianceFCAFinancial services

FCA Consumer Duty

The FCA’s Consumer Duty regime is a big deal. It’s been a long time in…
David Taylor16 December 2022
Call & Contact Centre Expo C&CC ExpoContact CentresCXTechnology

Call & Contact Centre Expo 2022

As the east wind blows in the first of the winter frosts, it’s a warming…
David Taylor13 December 2022
Contact CentresInformation as a serviceInternetTechnology

Information as a service: a chance to reflect

On the 2nd Nov 1992, I hung up my sailing gear and joined The Decisions…
David Taylor28 November 2022
ComplianceData complianceISO AccreditationsPCI Compliance

Compliance on a budget

Even today, businesses find themselves with new compliance challenges; homeworking is a great example of…
David Taylor23 November 2022
OptimisationSalesTechnology

Optimising sales in challenging times

The circle of life may be a wheel of fortune, however as the economy gets…
David Taylor17 November 2022
AutomationBotsContact Centres

Is it time to “move more slowly and maintain things”?

Mark Zuckerberg’s old motto “move fast and break things” has been held up for years…
David Taylor15 November 2022
Multi-lingual contact centres Contact CentresMulti-lingual

Going Dutch?

This increased customer connectivity brings its own challenges for businesses, one being able to communicate…
David Taylor4 November 2022
Growth in contact centres PaymentsPCI Compliance

Growth – growth – growth

Everyone wants positive growth. Perhaps not our waistband, but certainly everything else. It’s how capitalism…
David Taylor3 November 2022
Serbia Insights Article Contact CentresSerbia

Setting sites on Serbia

Serbia, over recent years, has worked extremely hard in developing its outsourcing capabilities so that…
David Taylor20 October 2022
Cost of living CollectionsCost of living

The cost-of-living crisis

It’s difficult to ignore or be unaware of the 'Cost-of-Living Crisis'. It’s everywhere, television, LinkedIn,…
David Taylor18 October 2022
Homeworking Homeworking

Is homeworking working?

Microsoft recently released some research that received lots of media attention including the BBC News…
David Taylor14 October 2022
Peak demand Cost to serveOutsourcingPeak demand

Peak demand handling – the role of voice

As sure as night follows day, autumn follows summer, the nights get longer and thoughts…
David Taylor12 October 2022
Mystery Shopping Insights Article BusinessMystery Shopping

Mystery shopping

Ambition and a desire for continuous improvement are all very well, but paranoia and curiosity…
David Taylor5 October 2022
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
Paid time off 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
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  • About
    • About Us
    • Meet the team
    • Our values
    • Get in touch
  • Approach
  • How we help
    • Customer service
    • Crisis management
    • Customer insight
    • Data management
    • Digital transformation
    • Leads & appointments
    • Leadership development
    • Sales
    • Scoping & support
    • Technology Network
  • Clients
  • Networks
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    • Technology Network
    • Data Provider Network
    • Join our Network
  • Insights
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