Mark AdamsDec 20, 20232 minThe power of pausingAt this time of the year many of us will be taking some time off - even if it’s just the double bank holiday (in the UK at least). Some...
Mark AdamsJul 5, 20233 minThoughts on buying contact centre tech When I first work with a new client I normally carry out a diagnostic of their operations, including observing advisors interacting with...
Mark AdamsJan 6, 20233 minCustomer surveys are deadFor as long as I can remember companies have been carrying out both one-off and rolling customer satisfaction surveys - and I’ve...
Mark AdamsSep 26, 20223 minFrom reactive to proactive serviceAhhhh….that often cited desire and rarely experienced joy that is proactive customer service. I believe delivering a great proactive...