About Fiona Coleman

Co-Founder, business planning and marketing. Fiona brings together her experience of working in large corporations for 20 years in marketing, M&A and corporate strategy, and 10 years of working in entrepreneurial businesses.

QStory announces new Affiliate Program for WFM consultants

By |June 14th, 2018|QStory announces new version release of ARTI v2.0|

WFM Consultants QStory announced the creation of a new global partner program that will allow contact center Workforce Management (WFM) consultants to easily leverage QStory's suite of award winning, cloud-based Intraday Automation solutions in their customer environments. The Affiliate Partner program is designed specifically for Contact Center or WFM consultants who are looking [...]

Many Things Have Changed in Contact Centres – But This Hasn’t

By |December 14th, 2017|Blog|

Let’s take a walk down memory lane... If you’re old enough, try to remember what the world was like when contact centres were new and shiny back in the 80’s. Often overlooked was the relationship between the customer and the business and how one could benefit the other. The call centre required a level of [...]

Contact Centre Tug-of-War – Who’s In Charge Of Real-Time Management?

By |February 28th, 2017|Blog|

Many companies have a continuous struggle between the real-time monitoring team and operations. Whilst adherence updates stream throughout the day, ops often do not consult the real-time team when taking agents off a queue to give them a break or to do training. Without the visibility of what the forecasted workload looks like, the result [...]

When Customer Experience Is Everything, Create Capacity For Training

By |October 11th, 2016|Blog|

When you have valuable high net worth customers, can it really be “top service at any cost?”   Looking after high net worth customers happens in sectors of the finance industry and often in the mobile phone sector. For these organisations client experience is everything, often their contact centres are “high-touch” environments so it’s critical [...]

Customer Experience Values Real-Time and Intraday Automation in Call Centres

By |July 20th, 2016|Blog|

The development of automated technology in the last decade has created levels of operational efficiencies and cost advantages that are now driving businesses across a wide spectrum of industries. Call centres have seen increasing adoption of automation to improve customer service, operational processes and technology challenges which are common across the industry. DimensionData’s “2016 Global [...]

Could Investing in Customer Experience Stem Job Losses?

By |March 10th, 2016|Blog|

With their announcement this week of an annual loss of £99 million it comes as little surprise that Npower have been forced to “simplify” their operations. One impact is the axing of 2 400 jobs in the UK and overseas. In recent years Npower have closed multiple UK offices, transferred their customer service to contact [...]

3 Ways to Balance Contact Centres’ Cost KPIs with Customer Experience

By |February 11th, 2016|Blog|

Maybe a few people will remember the early call centres in the UK in the mid 1960s – the Birmingham Press and Mail[1] is thought to be the first established. They were set up to reduce operational costs by centralising handling for individual communications. Today contact centres are still the centralised handling point for all individual [...]

Why Your Call Centre Can’t Hire a Real-Time Manager for £16k

By |November 5th, 2015|Blog|

If you spend time browsing job boards, there’s a great chance you’ll come across adverts for real-time managers, much like the ad I found: […]