Are there really no bad ideas? This age-old question plagues organisations that are trying to…
David Taylor19 January 2024
Words cannot even begin to describe what the people of Ukraine have had to endure…
David Taylor6 January 2024
I recently had the pleasure of spending the afternoon at Masons of Yorkshire, seeing their…
David Taylor12 December 2023
I sometimes wonder if we have reached a point in our evolutionary journey where there…
David Taylor30 October 2023
In the fast-paced world of contact centres, where efficiency and productivity are paramount, the value…
David Taylor8 October 2023
Like it or not, we’re in an evolutionary stage of the Contact Centre. The exponential…
David Taylor2 October 2023
I’ve spent the last 25 years working in contact centres and in a conversation earlier…
David Taylor5 September 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
For lots of contact centres the recruitment and retention of frontline advisors continues to be…
David Taylor6 August 2023
Article 2 of 3 Insurers have long since leveraged data and analytics to gain actionable…
David Taylor30 July 2023
If you ever find yourself waking on the streets of beautiful Tirana (Albania’s capital), you…
David Taylor25 July 2023
Article 1 of 3 From the ancient maritime trade routes to bustling modern cities, the…
David Taylor19 July 2023