Data securityPCI ComplianceTechnology How secure is your customer data? Contact centres, call centres and telemarketing agencies are under pressure right now to get their…David Taylor10 September 2020
RetailThought leadership Retail – where next for customer service? Over the past few years, the challenges facing the retail industry have been greatly publicised.…David Taylor1 September 2020
Business continuityThought leadership Airline customer service In 2020, the struggles of the air travel industry have been well documented. In the…David Taylor7 August 2020
Thought leadershipWellbeing The psychology of crisis According to the research, a crisis creates three psychological states of mind. The first is…David Taylor21 July 2020
Business continuityThought leadership Back to the new norm! Planning your post Covid operation The impact of the Covid 19 pandemic on business operations has been unprecedented. No one…David Taylor23 June 2020
GovernanceThought leadership GOVERNANCE – Guidelines and considerations in times of change An article by Karen Stanton, Partner Management Specialist, CCP Through these unprecedented times has the…David Taylor15 June 2020
Business continuityThought leadership Conscience or cost: Corporate Social Responsibility in times of crisis Contact centres who have moved quickly to wholly distribute their workforce are still faced with…David Taylor16 May 2020
Data complianceHomeworkingThought leadership Homeworking – the new challenges for contact centre compliance Contact centres who have moved quickly to wholly distribute their workforce are still faced with…David Taylor17 April 2020
HomeworkingThought leadership Contact centre revolution? A vision of future working For years we’ve been talking about how homeworking would bring opportunities and change how contact…David Taylor1 April 2020
HomeworkingPCI ComplianceThought leadership Hidden dangers of homeworking – Make your contact centre really work from home Interview with John Greenwood, Head of Technology & PCI Compliance. The business landscape in the…David Taylor31 March 2020
InterviewThought leadership Customer service on the Board – Giving your customers a voice at the Boardroom table We ask what are the benefits of having a customer service representative on the Board?…David Taylor12 March 2020
BusinessThought leadership Coronavirus and crisis planning – Is your customer service safe? As the UK comes to terms with the likelihood that the coronavirus, Covid-19, is set…David Taylor4 March 2020