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Articles - Martin Taylor

Martin Taylor, Co-Founder and Deputy CEO, Content Guru

Privacy concept

Key Questions Answered on Data Ownership, Sovereignty, and Regulations Within CX

Create a “Win–Win” Self-Service Strategy

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AI and the Digitalization of Travel CX

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Where Self-Service Scheduling Tools Have the Biggest Impact

A hand placing cogs - technology adoption and implementation concept

Don’t Let Tech Adoption Be an Afterthought

Video Image: Going From First Contact to No Contact

Going From First Contact to No Contact

Robot using magnifying glass to analyze rising graph with checkmarks.

Where Are Contact Centres REALLY Seeing AI Success?

Orange rocket launching among clouds with upward graph bars and arrow on black background

New Ways to Boost First Contact Resolution (FCR)

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Ways to Boost Customer Loyalty in a Digital World

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Get the Best Out of Your Hybrid Agents

Video Image: How Technology Supports Customer Trust

How Technology Supports Customer Trust

Video Image: Building Human Rapport in an AI-Powered Contact Centre

Building Human Rapport in an AI-Powered Contact Centre

A red note with handwriting BUILD RAPPORT

New Ways to Help Agents Build Rapport

2026 Contact Centre Predictions

Top Contact Centre Predictions for 2026

15 Proven Tactics to Reduce Abandon Rate

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What’s Happening With Forecasting Right Now?

Video Image: Rethinking Quality Management with AI

Rethinking Quality Management With AI

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Stay Ahead in QA and Call Recording

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How to Nail Your Outbound Strategy

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The Secrets to Scheduling Multiskilled Agents

Voice of Customer VoC illustration with customer feedback collection, surveys and analysis. VoC insights, customer experience and data visualization themes

What’s Next for Voice of the Customer (VoC)?

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Where Do WFM Systems Have the Biggest Impact?

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10 New Ways Tech Is Helping Agents Right Now

Bad Habits That Kill Resource Planning

Puzzel Elevate 2026 Box

Editor's Pick

Thumbnail How to Be a More Proactive Customer Contact Leader

How to Be a More Proactive Customer Contact Leader

Thumbnail What’s the Difference Between a Chatbot and an AI Agent?

What’s the Difference Between a Chatbot and an AI Agent?

Thumbnail Are Non-Scheduled Agents the Answer to Seasonal Peaks?

Are Non-Scheduled Agents the Answer to Seasonal Peaks?

Thumbnail CX Leaders Can’t Afford to Stand Still as Agent Roles Evolve

CX Leaders Can’t Afford to Stand Still as Agent Roles Evolve

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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