Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was…
I remember a conversation I had with one of my business mentors when I was starting out on my own…
In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word…
This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that…
I was chatting with a friend this past week who was telling me about the brand fatigue he has experienced.…
If you have been a frequent reader of this blog and in particular my posts (don’t worry I won’t hold…
Call routing is an essential function in thousands of offices, call centres, and customer support hubs around the UK. Without…
In today’s digital world, most companies recognise the value of social media. With roughly 4.2 billion active users across Facebook,…
People, process and technology are the three core elements of great contact centre performance. The Contact Centre Helper Spring Survey,…
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