AITechnology Enhancing efficiency through AI and Human Connections Traditionally, contact centres have relied on a somewhat impersonal approach to assigning agents to clients.…David Taylor25 March 2024
AIWhite Paper Is your contact centre ready for AI? AI use cases and human considerations for contact centres <br> AI has begun to come…David Taylor28 February 2024
customer serviceCX 5 steps to meeting EV charging helpline regulations As the move towards the electrification of road transport accelerates, so too does the rapid…David Taylor13 February 2024
Contact CentresTechnology Turning ideas into business transformations Are there really no bad ideas? This age-old question plagues organisations that are trying to…David Taylor19 January 2024
Contact CentresOutsourcing Location watch: Ukraine Words cannot even begin to describe what the people of Ukraine have had to endure…David Taylor6 January 2024
Contact CentresThought leadership Finding the right mix: Lessons from an afternoon at the distillery I recently had the pleasure of spending the afternoon at Masons of Yorkshire, seeing their…David Taylor12 December 2023
OutsourcingSouth AfricaThought leadership Is time running out for the UK Outsourced Contact Centre Industry? Just last week, an associate ruefully observed “There’s no future for UK contact centres. They…David Taylor23 November 2023
Contact CentresCXOutsourcingThought leadership Wisdom in an African proverb I sometimes wonder if we have reached a point in our evolutionary journey where there…David Taylor30 October 2023
BPOCXGovernanceOutsourcingTechnology Is the traditional outsourcing contract past its ‘sell by’ date? Some people love contracts, others see them as a “document of last resort”. In the…David Taylor20 October 2023
EmploymentLearning & Development Learning is a journey and not a one-off training session I always think back to a certain Benjamin Franklin quote when we talk about learning,…David Taylor15 October 2023
Contact CentresThought leadership Is there still a role for team huddles and meetings in today’s contact centre? In the fast-paced world of contact centres, where efficiency and productivity are paramount, the value…David Taylor8 October 2023
customer serviceGrowth Cultivating with more than one tool will yield better growth Let me play with the stereotypes for a moment when it comes to what different…David Taylor4 October 2023