Customer
Contact
Insights

Business Management & Continuity

Are we entering the age of the ‘perma-peak’?

Are we entering the era of “perma-peak”? As demand surges become less predictable, this article explores how contact centres can stay agile with real-time planning, flexible resourcing, and smarter demand management.

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?