What’s The Difference Between a Leader and a Laggard?
Leaders take action! Over the past few months, we’ve teamed up with ContactBabel and CCA Global to understand the challenges…
Nurturing Our Talent
I think we’ve all heard of new managers in the contact centre industry being “thrown in at the deep end”…
How do you Improve Customer Service? Ask the Advisor!
A Team Manager’s Perspective on the Industry I read recently a new report conducted by the CCA on behalf of…
Culture Eats Strategy for Breakfast – an Insight from Operations
At Kura, I’m responsible for looking after one of our key utility clients. This week, I was having a conversation…
Agents for Change – Leaders are you Listening?
Business news is often filled with details of an organisation’s strategy, its plans for the future, its objectives for financial…
Customer Service – An Agents Perspective
At the CCA Conference last week, I sat and listened to presentation after presentation describing how AI and Automation were…