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David Ford

David Ford, Former CEO, Magnetic North

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The Future of Voice in the Contact Centre

The Future of Voice in the Contact Centre

What to Look for When Buying… A Call Recording Solution

What to Look for When Buying… A Call Recording Solution

What Is the Best Way to Measure First Contact Resolution?

What Is the Best Way to Measure First Contact Resolution?

What They Don’t Tell You About the Cloud

What They Don’t Tell You About the Cloud

43 Things You Should NOT Do With Your IVR Messages

43 Things You Should NOT Do With Your IVR Messages

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… Integrate my Back Office into the Contact Centre?

How Do I… Integrate my Back Office into the Contact…

White Paper: Why contact centres are moving to the cloud

White Paper: Why contact centres are moving to the cloud

Keeping the raindrops in: Your guide to security in the cloud

Keeping the raindrops in: Your guide to security in the…

Clearing the clouds around cloud-based call recording

Clearing the clouds around cloud-based call recording

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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