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Don’t Believe The Hype! Let’s Talk Real Innovation.

By |April 30th, 2019|Blog, Contact Centres, Intraday Management, Real Time Management, WEM|

  3 things you can do today to make your contact centre fly Sometimes I think, in our industry we make up new catch-phrases and special terms just so we look like we are innovating to meet the desires of customers and to look after our contact centre agents. But sometimes, I think we are [...]

4 crucial things to safeguard your CX

By |March 29th, 2019|Blog, Contact Centres, Intraday Management|

It's a challenging time for our industry, even without trying to work out how we manage our businesses in the midst of the Brexit debacle in the UK.  The pressure on companies to compete in a world where customer preferences, workforce demands and technology is shaking up all the factors on which we have historically based [...]

QStory’s David Preece redefines what ‘easy’ really looks like for Intraday Management

By |March 13th, 2019|Blog, Contact Centres, Intraday Management, WEM|

Easy? I can tell you all about easy... I’ve just been flicking through the UK Contact Centre Decision Makers Guide 2018-19.  As you’d expect, for someone in my current industry and with my background in Contact Centre Planning, this was full of really interesting facts, trends and research, covering topics like Maximising Efficiency and Optimisation, [...]