Traditionally, contact centres have relied on a somewhat impersonal approach to assigning agents to clients.…
David Taylor25 March 2024
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
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
