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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?

10 Top Ideas We Heard From Oxfordshire County Council

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

CX Live’s The Experience Show Middle East 2026 Highlights

Netcall Adds New AI Capabilities to Liberty Spark

Demo: Connected Experiences. Smarter Insights. Faster Resolution.

Customer Operations Case Study Pack

Upcoming Events

5th October 2026

Customer Contact Week Europe (CCW Europe)

6th October 2026

How CX Leaders Can Govern AI Agent Quality Across Channels – Webinar

How Often Should You Review AI QA Scores?

Agentic AI for Contact Centres: Use cases, Benefits, Risks and Implementation

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?