Practical thinking on customer experience, AI, analytics and the channel, plus the latest TelXL product and partner news.
"We're committed to the channel" is one of the most common sentences in technology sales, and one of the hardest to check. It's very easy ...
Look at the customer base of almost any partner selling contact centre and communications technology and you'll find the same thing: no two ...
Ask a contact centre manager how many customer calls their team reviews, and the honest answer is usually somewhere between 1% and 5%. The ...
Net Promoter Score (NPS) has earned its place on the leadership dashboard for a good reason: it's simple, it's comparable over time, and ...
If you sell contact centre technology through the channel, you will have noticed that every vendor conversation now ends up in the same ...
UK contact centres are spending more on AI every year, and most of them can't tell you whether it's working. That's the headline from ...
Most contact centre coaching plans start from the same place: a team leader's general sense of who needs help with what, built up from the ...
Cutting through the headlines to focus on the AI that solves real problems
If you've ever pitched AI to a customer and watched their face fall the moment you mention a platform migration, you already know the real ...
Ask a partner how their best, longest-running accounts actually started, and it's rarely with a client signing up for everything at once. ...
Product updates, partner opportunities and CX thinking, roughly once a month.
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