‘Actions speak louder than words’ is something we hear a lot. What we don’t talk about enough is how words influence...
November, 2020
We’ve all lived near the same dragon this year. There’s nothing like a global pandemic to make us all feel like...
October, 2020
Self-service used to get a bit of a bad rap. Oh, how the tables do turn....
August, 2020
When push came to shove for the digital shift, is when life turned into lockdown. Coronavirus has moved the world online...
July, 2020
Quick response is a lifeline for contact centres in unusual situations. And boy, have things been unusual lately....
May, 2020
What is TOV? Tone of voice can feel like a slippery term. Guilty as charged: it is rooted in abstract ideas...
April, 2020
Getting things done is one thing. Getting other people to do things is another challenge entirely....
February, 2020
A ‘portal’ might sound like a magical doorway into another realm. But it should not feel like one....
January, 2020
Problems are always more fun when you think of them as adventures. Sadly, when something stops working, no one says....
November, 2019