Joseph Murfin, Author at Cirrus Contact Centre Solutions (CCaaS)

News

12 May 2026

Cirrus named as NiCE UK&I AI Partner of the Year

Cirrus has been named as UK&I AI Partner of the Year by NiCE, the global…

Joseph Murfin

Blog

17 April 2026

7 Agent frustrations AI should really be solving by now

Your contact centre doesn’t have a people problem, it has a systems problem. Chances are,…

Joseph Murfin

News

25 February 2026

Cirrus Awarded NiCE Platinum Partner Status

London, January 27, 2026 – Cirrus has been awarded Platinum Partner status by NiCE, the…

Joseph Murfin

Blog

18 February 2026

Right skills, wrong people – when call routing makes stupid decisions

Simon runs a contact centre. Right now, one of his customers has been on hold…

Joseph Murfin

Blog

18 February 2026

Real-time assist that feels like backup, not Big Brother

Self-belief is the first secret of success. Spend time on any contact centre floor and…

Joseph Murfin

Blog

6 February 2026

The power of post call summaries

Every contact centre has a moment no one talks about in training. The customer finally…

Joseph Murfin

Blog

6 February 2026

Leading through AI: what good management looks like when people and tech work together

Does this sound familiar? Someone, somewhere in the business is banging on about AI with…

Joseph Murfin

Blog

6 February 2026

Five questions to ask before introducing AI into your contact centre

AI done wrong is a bit like the Leaning Tower of Pisa. The design was…

Joseph Murfin

Article

28 January 2026

Why Most Retail AI Projects Are Failing — And What Ready Organisations Do Differently

This article was first published on 21st January 2026: Why most retail AI projects are…

Joseph Murfin

Article

28 January 2026

Why AI Readiness Is the Biggest CX Challenge of 2026

This article was first published on 9th January 2026: Autonomy without accountability: The real AI…

Joseph Murfin

Joseph Murfin

Cirrus named as NiCE UK&I AI Partner of the Year

7 Agent frustrations AI should really be solving by now

Cirrus Awarded NiCE Platinum Partner Status

Right skills, wrong people – when call routing makes stupid decisions

Real-time assist that feels like backup, not Big Brother

The power of post call summaries

Leading through AI: what good management looks like when people and tech work together

Five questions to ask before introducing AI into your contact centre

Why Most Retail AI Projects Are Failing — And What Ready Organisations Do Differently

Why AI Readiness Is the Biggest CX Challenge of 2026

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