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Contact Centres

Contact CentresCXOutsourcingThought leadership

Wisdom in an African proverb

I sometimes wonder if we have reached a point in our evolutionary journey where there…
David Taylor30 October 2023
Contact CentresThought leadership

Is there still a role for team huddles and meetings in today’s contact centre?

In the fast-paced world of contact centres, where efficiency and productivity are paramount, the value…
David Taylor8 October 2023
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
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
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
AlbaniaContact CentresMulti-lingualOutsourcing

Location watch: Albania

If you ever find yourself waking on the streets of beautiful Tirana (Albania’s capital), you…
David Taylor25 July 2023
Contact CentresInsuranceOutsourcingTechnology

Navigating the uncertainty in Insurance

Article 1 of 3 From the ancient maritime trade routes to bustling modern cities, the…
David Taylor19 July 2023
Contact CentresCrisis ResponseData BreachOutsourcing

Why consumers need to be at the heart of your crisis response plan

Emotional and financial impacts Think about the stress of discovering that your confidential data, for…
David Taylor14 July 2023
AutomationContact CentresIVROutsourcingTechnology

The future of IVR as we know it …

The automation of customer interactions is as lively a conversation now amongst the CX and…
David Taylor9 July 2023
Contact CentresLawOutsourcingSubscriptions

Digital Markets, Competition and Consumers Bill

If you offer your UK customers subscriptions for goods or services then there are significant…
David Taylor29 June 2023
Contact CentresMulti-lingualOutsourcingTurkey

Location watch: Turkey

Turkey, once the mighty Ottoman Empire, is known for many things. From shopping in the…
David Taylor12 June 2023
BPOContact CentresOutsourcing

The precarious tight rope of the traditional UK BPO

Competition abroad, unforeseen challenges and diversification, it's a difficult tight rope to walk for UK…
David Taylor7 June 2023
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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
    • Contact Centre Network
    • Technology Network
    • Data Provider Network
    • Join our Network
  • Insights
  • Radius Portal