29 August 2020
Social media – joining the dots
Social engagement should be number one on your brand agenda! “You cannot buy engagement. You have…
27 August 2020
Email – the channel that time forgot
"I have always used e-mail to the greatest extent possible." - Ray Tomlinson (creator of…
17 August 2020
Contact Centre Priorities Are Changing
Rewriting The Rule Book. Contact Centre Priorities Are Changing! "The greatest danger in times of…
17 March 2020
Protect your contact centre employees against coronavirus with a flexible working solution
With the number of cases of Coronavirus in the UK increasing, many companies are reviewing…
12 February 2020
Is your contact centre’s reporting tool current and fit for purpose?
The Old Days I’ve been in the contact centre industry for over twenty years starting…
12 December 2019
Are Card Payments your weakest link?
Card data breaches can severely damage your brand’s reputation. Figures from UK Finance confirm that…
26 March 2019
Excuse me, do you speak English?
Having spent fifteen years in international roles launching tech products of various kinds (mainly those…
29 November 2018
Measuring ROI for your conversational AI
Artificial Intelligence is the buzzword of the contact centre industry, and it’s not going anywhere!…
29 November 2018
Banishing poor customer experience – getting omni right!
We have all had our fair share of bad call-centre experiences. There’s an expectation and…
10 September 2018
Winning with AI – a glimpse into the retail banking industry
Bank branches have seen a modest decline over the past few years, thanks to the…
31 August 2018
The case for SMS as a channel in your contact centre
We spend ‘hours’ on our smartphones texting every day, so why aren’t contact centres leveraging…
8 August 2018
Demystifying the difference between a chatbot and artificial intelligence (AI) in the contact centre?
Artificial Intelligence (AI) plays an instrumental role in the evolution of customer service and the…
