28 October 2020
Desktops, dashboards and human centred design
Why getting the user experience right will protect your investment in tech and keep agents…
9 September 2020
Artificial Intelligence (AI) empowers contact centre employees
"To win in the marketplace you must first win in the workplace.” - Doug Conant,…
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…
