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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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Just last week, an associate ruefully observed “There’s no future for UK contact centres. They…
David Taylor23 November 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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Some people love contracts, others see them as a “document of last resort”. In the…
David Taylor20 October 2023
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Ofgem’s research shows that there has been a “decline in overall consumer satisfaction with customer…
David Taylor4 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
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If you ever find yourself waking on the streets of beautiful Tirana (Albania’s capital), you…
David Taylor25 July 2023
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Article 1 of 3 From the ancient maritime trade routes to bustling modern cities, the…
David Taylor19 July 2023
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Emotional and financial impacts Think about the stress of discovering that your confidential data, for…
David Taylor14 July 2023
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The automation of customer interactions is as lively a conversation now amongst the CX and…
David Taylor9 July 2023