Blog Archives

Blog

4 July 2025

Built like an F1 team: The future of contact centres

This weekend, the roar of engines returns to Silverstone for the 2025 British Grand Prix.…

Joseph Murfin

Blog

20 June 2025

Like Clarkson’s Farm, but with call queues: budgeting for the unexpected

Every contact centre starts the year with a plan. Forecasts, volumes, staffing models, software costs—it’s…

Joseph Murfin

Blog

19 June 2025

You’re sitting on gold: why retail contact centres don’t need more data

The shopper tried a few times to get the promo code to work — refreshing…

Joseph Murfin

Blog

18 June 2025

Digital doesn’t mean distant: how empathy powers the best customer experiences

You’re tired, it’s rush hour and you just need to buy dinner and get home.…

Joseph Murfin

Blog

10 June 2025

The Leicester City playbook for CX: how Agentic AI helps teams outperform the odds

In 2016, Leicester City did what most thought was impossible. They won the Premier League—not…

Joseph Murfin

Blog

9 June 2025

From freshers to finals: Supporting students when it really counts

University is supposed to be a time of growth, discovery, maybe even joy. But for…

Joseph Murfin

Blog

31 March 2025

How to budget a contact centre upgrade

Upgrading a contact centre is a big investment that can make a huge difference in…

Joseph Murfin

Blog

17 March 2025

Top UK Contact Centre and Customer Experience Events to Attend in 2025/26

Keeping up with industry trends is a challenge we all face while managing our busy…

Joseph Murfin

Blog

14 March 2025

Student mental health: how contact centres are supporting the next generation

Student mental health is a growing concern across universities, with an increasing number of students…

Joseph Murfin

Blog

24 February 2025

Customer Retention in 2025: Why It’s More Important Than Ever

These are challenging times for consumers and businesses. Customers are ready to jump ship for…

Joseph Murfin

Blog

Built like an F1 team: The future of contact centres

Like Clarkson’s Farm, but with call queues: budgeting for the unexpected

You’re sitting on gold: why retail contact centres don’t need more data

Digital doesn’t mean distant: how empathy powers the best customer experiences

The Leicester City playbook for CX: how Agentic AI helps teams outperform the odds

From freshers to finals: Supporting students when it really counts

How to budget a contact centre upgrade

Top UK Contact Centre and Customer Experience Events to Attend in 2025/26

Student mental health: how contact centres are supporting the next generation

Customer Retention in 2025: Why It’s More Important Than Ever

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