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Customer Experience

Consumer Duty – What’s next for Contact Centres? 

Consumer Duty isn’t going anywhere and the FCA expects more. This article explores key next steps, with a spotlight on why supply chains and contact centres are now critical to getting it right.

Business Management & Continuity

Location Watch: Jamaica

Long known for its vibrant culture, world-class athletes, and picture-perfect coastlines, Jamaica is now earning recognition as a high-performing destination for business process outsourcing (BPO) and customer experience (CX) services.

Business Management & Continuity

Optimising Your Outbound Contact Centre

Optimising your outbound contact centre with KPIs, strategy, and strong leadership for better performance and engagement.

White Papers

2025: A Year of Difficult Conversations?

Our 2024 ‘Big Conversation’ uncovered key challenges for the year ahead with cross-sector contact centre leaders. One theme dominated: success in 2025 will depend on how well businesses navigate ‘difficult conversations’ – both within their organisations and with their customer and suppliers.

Business Management & Continuity

Outsourcing: It’s not as simple as it used to be

Outsourcing used to be a no-brainer for businesses. A sure-fire solution to cut costs and tap into global expertise, and boom – I’ve just outsourced my requirement. However, in today’s world, it’s a little more complicated. With everything from political shifts to new technologies and rising customer expectations, outsourcing decisions have become a much longer and more detailed affair.

Customer Experience

Subscribed to a theory?

When a topic comes up in conversation, I often find myself wanting to dig in deeper. When a topic comes up twice in quick succession, then why not get people together and have a chat around it for an article, as I did last week with Simon Kissane and Jonathan West?

Business Management & Continuity

Connectors and Connections   

Sometimes the most interesting things you can come across reading online aren’t so much the revelatory bombshells. Instead, they can be simple or elegant explanations of things you previously knew, but couldn’t articulate well.