In the realm of customer service, contact centres play a central role. They have become…
David Taylor28 May 2024
Over the past few years Bulgaria has certainly made it’s name in the world of…
David Taylor17 April 2024
What goes into partnering with an outsourced contact centre? Our very own Neville Doughty recently…
David Taylor9 April 2024
Traditionally, contact centres have relied on a somewhat impersonal approach to assigning agents to clients.…
David Taylor25 March 2024
AI use cases and human considerations for contact centres <br> AI has begun to come…
David Taylor28 February 2024
Are there really no bad ideas? This age-old question plagues organisations that are trying to…
David Taylor19 January 2024
Words cannot even begin to describe what the people of Ukraine have had to endure…
David Taylor6 January 2024
Article 3 of 3 Our third and final area to highlight is the talent shortage…
David Taylor12 August 2023
For lots of contact centres the recruitment and retention of frontline advisors continues to be…
David Taylor6 August 2023
Article 2 of 3 Insurers have long since leveraged data and analytics to gain actionable…
David Taylor30 July 2023
If you ever find yourself waking on the streets of beautiful Tirana (Albania’s capital), you…
David Taylor25 July 2023
Article 1 of 3 From the ancient maritime trade routes to bustling modern cities, the…
David Taylor19 July 2023
Emotional and financial impacts Think about the stress of discovering that your confidential data, for…
David Taylor14 July 2023
The automation of customer interactions is as lively a conversation now amongst the CX and…
David Taylor9 July 2023
If you offer your UK customers subscriptions for goods or services then there are significant…
David Taylor29 June 2023
