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Gartner CCaaS MQ Changes: What Regional Buyers Need to Know

From my perch in the U.K., a look at the exits and new actors in the combined North American and Western Europe report — and how to make...

Contact Centre Vendors – time to ditch the term ‘Omni-Channel’ once and for all!

When the Wii first came out who thought the name would catch on? Bluetooth anyone? The contact centre world is littered with terms that...

Your customer service just needs to not be CRAP….

Do you remember the Sainsbury’s Tiger bread story where the marketing team went to town around 3 year old Lily’s request to change the...

Head to my LinkedIn for more

Customer Service Gold Dust with Gavin Scott

The Contact Centre Podcast by Call Centre Helper

Get Out of Wrap - Contact Centre Chat

Panellist at Call Centre Helper Webinar Replay: Ways to Empower Contact Centre Advisors
Judge at European Contact Centre & Customer Service Awards (2015 - present)
Keynote speaker at Call & Contact Centre Expo (2017, 2018, 2019, 2021; 2022)
#14 CXFO Power 100 (2022)
Speaker at Enterprise Connect Florida (2023)
Leading on CCMA Technology and Contact Centre special interest group
Judge for CX Awards (2022; 2023)
Judge for Enterprise Connect Technology Awards (2023)
Round Table Host - Various