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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.

Compliance & Governance

ICO fines – impact on sales and marketing to older consumers

First, some history…a few weeks ago, the Information Commissioner’s Office (ICO) announced a series of related fines on firms using illegal telemarketing tactics. Five firms in the appliance warranty insurance sector were fined a total of £405,000. And at least one of them appears to have already gone out of business.