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Susannah Richardson

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16 Mistakes to Avoid With Call Scripting

16 Mistakes to Avoid With Call Scripting

The Best Ways to Handle Customer Feedback

The Best Ways to Handle Customer Feedback

How Can Technology… Make Life Easier for My Customers?

How Can Technology… Make Life Easier for My Customers?

Bringing the Field and Mobile Worker into the Contact Centre

Bringing the Field and Mobile Worker into the Contact…

How Do I… Create a ‘Channel of Choice’ Experience?

How Do I… Create a ‘Channel of Choice’…

What to Look for When Buying… A Performance Management Solution

What to Look for When Buying… A Performance Management…

The Future of Voice in the Contact Centre

The Future of Voice in the Contact Centre

21 Great Ways to Personalise Your Customer Interactions

21 Great Ways to Personalise Your Customer Interactions

What to Look for When Buying… A Cloud-Based Contact Centre Solution

What to Look for When Buying… A Cloud-Based Contact…

How do I… Get the Best from a Multi-Channel Contact Centre?

How do I… Get the Best from a Multi-Channel…

How Would Your Contact Centre Survive a Cold Snap?

How Would Your Contact Centre Survive a Cold Snap?

How do I… Get a single view of the customer?

How do I… Get a single view of the customer?

New solutions for cutting complaints

New solutions for cutting complaints

Technology Toolkit – Phone Calls Following Email Queries

Technology Toolkit – Phone Calls Following Email…

Technology Toolkit – Where is my Engineer?

Technology Toolkit – Where is my Engineer?

7 Ways to Improve the Agent Desktop

7 Ways to Improve the Agent Desktop

Can the weather affect the mood of the caller / contact centre?

Can the weather affect the mood of the caller / contact…

How Contact Centre Technology Can Improve the Back Office

How Contact Centre Technology Can Improve the Back Office

19 Tips for Reducing Customer Effort

19 Tips for Reducing Customer Effort

On premise, managed service, hosted or cloud – Which is the best?

On premise, managed service, hosted or cloud –…

Is Email on its Way Out?

Is Email on its Way Out?

Can a Unified Desktop Improve Agent Productivity?

Can a Unified Desktop Improve Agent Productivity?

What Should You Do When You Think a Customer Is Lying?

What It Takes to Be a More Empathetic Leader

3 Ways to Get Buy-In for Ditching Spreadsheets

54% Discover Compliance Breach Outside Routine QA Reviews

8×8 Finds 52% Blame CIOs for AI Errors

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

14th September 2026

Contact Centre & Customer Services Summit – Manchester

15th September 2026

CX Connect Europe

How Travel and Hospitality Brands Handle Seasonal Staffing Spikes

From Getting It Right First Time to Right Every Time

Upcoming Webinars

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

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

Webinar: How to Turn Customer Feedback into Action