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
ComplianceCXEnergyOutsourcing New Ofgem Consumer Standards – an untimely Christmas present for the sector? Ofgem’s research shows that there has been a “decline in overall consumer satisfaction with customer…David Taylor4 September 2023
AIChatGPTCXTechnology ChatGPT and the contact centre journey It might not be a surprise to learn that my last article about ChatGPT was…David Taylor2 May 2023
AIChatGPTContact Centrescustomer serviceCX Contact Centres & ChatGPT If you haven’t heard of ChatGPT, I suggest you read Dave’s article from January’s newsletter or do…David Taylor21 March 2023
customer serviceCXHigh streetRetail The resilience of the high street M&S recently announced that they plan to invest £480 million in their ‘Store Rotation Programme’…David Taylor7 February 2023
Contact Centrescustomer serviceCXSuper AgentsTechnology The rise of the ‘Super Agent’! Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With…David Taylor31 January 2023
customer serviceCXData How data drives next-generation CX Customer experience management and digitisation has been transforming customer interactions for well over a decade,…David Taylor5 January 2023
C&CC ExpoContact CentresCXTechnology Call & Contact Centre Expo 2022 As the east wind blows in the first of the winter frosts, it’s a warming…David Taylor13 December 2022
CXExperience economy CX within the experience economy Consumer access to brands has undergone a paradigm shift since the 1990s, with the advent…David Taylor27 September 2022