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What goes into partnering with an outsourced contact centre? Our very own Neville Doughty recently…
David Taylor9 April 2024
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Are there really no bad ideas? This age-old question plagues organisations that are trying to…
David Taylor19 January 2024
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Words cannot even begin to describe what the people of Ukraine have had to endure…
David Taylor6 January 2024
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I recently had the pleasure of spending the afternoon at Masons of Yorkshire, seeing their…
David Taylor12 December 2023
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I sometimes wonder if we have reached a point in our evolutionary journey where there…
David Taylor30 October 2023
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In the fast-paced world of contact centres, where efficiency and productivity are paramount, the value…
David Taylor8 October 2023
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Like it or not, we’re in an evolutionary stage of the Contact Centre. The exponential…
David Taylor2 October 2023
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I’ve spent the last 25 years working in contact centres and in a conversation earlier…
David Taylor5 September 2023
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In the past 12 months we have seen rapid acceleration of automation and AI solutions.…
David Taylor28 August 2023
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The shift to homeworking during the pandemic expedited the implementation of Teams and other messaging…
David Taylor21 August 2023
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Article 3 of 3 Our third and final area to highlight is the talent shortage…
David Taylor12 August 2023
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For lots of contact centres the recruitment and retention of frontline advisors continues to be…
David Taylor6 August 2023
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Article 2 of 3 Insurers have long since leveraged data and analytics to gain actionable…
David Taylor30 July 2023