Managing Collections in a COVID Environment
One of the great challenges in the collections industry is getting the balance right. The...
One of the great challenges in the collections industry is getting the balance right. The...
Over the past few months, as businesses have adapted to the enormous impacts of the COVID-19...
How often does your company obtain customer insights but not use them in a meaningful way? If...
When we are talking about automation in the CX and contact centre world, we commonly hear an...
Do you seek feedback from your customers and use those insights to drive business improvement?
My mantra for business processes is this: Standardise -> Optimise -> Automate -> Eliminate (if...
It’s a relief to be talking about getting back on track, pick up momentum again, and adapting to...
As I said in my last blog, redeploying teams from face to face roles into a contact centre is a...
Organisations have faced and responded to tremendous challenges over the last few months. While...