Contact Centre

September 19, 2023
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The delusion amongst customer service and experience VPs – Interview with Micah Peterson of ProcedureFlow

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that […]
September 10, 2023
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Recent research suggests that something has to change in the contact center space

It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […]
March 23, 2023
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Does customer service need a rebrand?

Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the […]
December 23, 2022
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Is it time to talk about a more sustainable approach to serving our customers?

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]