In the realm of customer service, contact centres play a central role. They have become…
David Taylor28 May 2024
Are there really no bad ideas? This age-old question plagues organisations that are trying to…
David Taylor19 January 2024
Some people love contracts, others see them as a “document of last resort”. In the…
David Taylor20 October 2023
I often think that managing your contact centre performance on a day-to-day basis is like…
David Taylor30 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
Article 2 of 3 Insurers have long since leveraged data and analytics to gain actionable…
David Taylor30 July 2023
Article 1 of 3 From the ancient maritime trade routes to bustling modern cities, the…
David Taylor19 July 2023
The automation of customer interactions is as lively a conversation now amongst the CX and…
David Taylor9 July 2023
Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With…
David Taylor31 January 2023
Often people talk about multi-channel and digital customer service as some elixir that will solve…
David Taylor17 January 2023
As the east wind blows in the first of the winter frosts, it’s a warming…
David Taylor13 December 2022
On the 2nd Nov 1992, I hung up my sailing gear and joined The Decisions…
David Taylor28 November 2022
