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
Contact CentresEmployees Empathy; beware of getting crushed by its weight. Like it or not, we’re in an evolutionary stage of the Contact Centre. The exponential…David Taylor2 October 2023
AITechnology It ain’t what you do, it’s the way that you do it! I often think that managing your contact centre performance on a day-to-day basis is like…David Taylor30 September 2023
Productivity 5 tips for a productive year end For many the OOO (out of office) was in action over the summer, the best…David Taylor24 September 2023
Cost of livingEmployeesWellbeing Winter is Coming – Short Days, Long Nights and Financial Worries What Winter does highlight is the vice like grip the cost of living still has…David Taylor17 September 2023
Contact CentresCXOptimisationProductivity Are transfers impacting your organisation? I’ve spent the last 25 years working in contact centres and in a conversation earlier…David Taylor5 September 2023
ComplianceCXEnergyOutsourcing New Ofgem Consumer Standards – an untimely Christmas present for the sector? Ofgem’s research shows that there has been a “decline in overall consumer satisfaction with customer…David Taylor4 September 2023
News New Team Member – Harry Kitchen A warm welcome to the newest member of the CCP Team, Harry Kitchen! Harry joins…David Taylor31 August 2023
AIAutomationContact CentresOutsourcingTechnology People still matter in an AI world In the past 12 months we have seen rapid acceleration of automation and AI solutions.…David Taylor28 August 2023
communicationsContact CentresOutsourcingTechnology Is MS Teams [adversely] impacting productivity? The shift to homeworking during the pandemic expedited the implementation of Teams and other messaging…David Taylor21 August 2023