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Jon Edwards

Jon Edwards, Managing Director at The Lion Consultancy Ltd

Recent Articles Most Viewed Articles
How to Help Your Team Thrive in an AI World

How to Help Your Team Thrive in an AI World

Is Hanging Up on Screaming Customers Backfiring on You?

Is Hanging Up on Screaming Customers Backfiring on You?

Communication Pitfalls Every Contact Centre Manager Should Avoid

Communication Pitfalls Every Contact Centre Manager…

18 Sure-Fire Ways to Boost Agent Resilience

18 Sure-Fire Ways to Boost Agent Resilience

10 Quick Wins to Help Agents Recover From a Tough Day

10 Quick Wins to Help Agents Recover From a Tough Day

The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to…

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Top Stories

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?