A spark is all it takes to ignite a fire.

Whether you are reflecting on the year that has been, looking for inspiration or wanting to keep your finger on the CX pulse, these thought-provoking pieces, written by our very own MD Nicola Eaton-Sawford, are perfectly sized for a productive coffee break.

What should contact centre managers STOP doing in 2023? 

2023 is going to be a tough year, which will mean we have to run our contact centres differently. This article focuses on 3 things we think you should stop doing in 2023, and suggests ways we can change to achieve a more positive outcome – some top tips! 

5 minute read

A Magic Key to Customer Satisfaction

Do you trust your Customers as much as they trust you? To what extent does your customer journey mirror itself? Reciprocity and strong mirroring are essential to protecting Customer Satisfaction and building loyalty. This article explains why and what you can practically do. 

7 minute read

Emerge a Butterfly

During this pandemic your team have behaved differently, responding to challenges and demands they never imagined facing. We’ve learned so much – let’s now waste it, let’s ‘Emerge a Butterfly’. 

5 minute read

Enter Captain Hindsight

Hindsight is an incredible teacher – if only we heed the lessons! What is hindsight able to teach us now that will serve us well for the future?

5 minute read

Safe CX is rarely Great CX

Lockdowns 1, 2 and 3 have brought many challenges, not least how to resume operation safely. But safe CX doesn’t always mean great CX – lets take a fresh look at how it can be great.

5 minute read