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