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Martin Taylor

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

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The Secrets to Scheduling Multi-Skilled Agents

The Secrets to Scheduling Multi-Skilled Agents

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

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

Where Do WFM Systems Have the Biggest Impact?

Where Do WFM Systems Have the Biggest Impact?

10 New Ways Tech Is Helping Agents Right Now

10 New Ways Tech Is Helping Agents Right Now

Bad Habits That Kill Resource Planning

Bad Habits That Kill Resource Planning

How to Maintain High Quality on Self-Service Channels

How to Maintain High Quality on Self-Service Channels

Have Wallboards Had Their Day?

Have Wallboards Had Their Day?

What Are Intelligent Contact Centres Doing Right Now?

What Are Intelligent Contact Centres Doing Right Now?

15 Proven Tactics to Reduce Abandon Rate

15 Proven Tactics to Reduce Abandon Rate

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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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