Words cannot even begin to describe what the people of Ukraine have had to endure…
David Taylor6 January 2024
Just last week, an associate ruefully observed “There’s no future for UK contact centres. They…
David Taylor23 November 2023
I sometimes wonder if we have reached a point in our evolutionary journey where there…
David Taylor30 October 2023
Some people love contracts, others see them as a “document of last resort”. In the…
David Taylor20 October 2023
Ofgem’s research shows that there has been a “decline in overall consumer satisfaction with customer…
David Taylor4 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
