Author: David Cousins

Striking the Perfect Balance

Contact centre managers often feel they’re caught in a struggle between keeping employees happy and delivering operational excellence. But the two shouldn’t be mutually exclusive: happy and engaged staff are more productive, deliver better customer experiences, have fewer absences and stay...

How Contact Centres Should Be Preparing for the EU General Data Protection Regulation

The EU General Data Protection Regulation (GDPR) is the most significant development in data protection that Europe has seen over the past twenty years, and it’s now just two years away. The impending change in legislation will have a significant...

Four Things Executives Need to Know about Serving the Digital Customer

Digital transformation has opened up opportunities for exchanges of information in new ways. Consumers are not just embracing this, they are demanding it and as a result it has radically changed their behaviours. A recent ONS report shows that the internet...