I sometimes wonder if we have reached a point in our evolutionary journey where there…
David Taylor30 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
Emotional and financial impacts Think about the stress of discovering that your confidential data, for…
David Taylor14 July 2023
The automation of customer interactions is as lively a conversation now amongst the CX and…
David Taylor9 July 2023
If you offer your UK customers subscriptions for goods or services then there are significant…
David Taylor29 June 2023
Turkey, once the mighty Ottoman Empire, is known for many things. From shopping in the…
David Taylor12 June 2023
Competition abroad, unforeseen challenges and diversification, it's a difficult tight rope to walk for UK…
David Taylor7 June 2023
