Playing to Agents Strengths Over many years the role of the Contact Centre Agent has been evolving and now, more than ever before, having the...
Contact Centre
Health Check Time
Since COVID we've had more than our fair share of callouts for assistance in diagnosing contact centre performance. While, in our experience, we've always seen...
IVR Design Mistakes
How do IVRs end up so horrible? It's hard to believe we're almost four decades on from the original Periphonics and IBM IVR solutions, yet...
Great CX…
Ingredients to a genuinely good CX We get to work with many "technologists", delivering all sorts of solutions in and around the contact centre. Most...
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